Team Leader - Customer Voice Support

Functional /Business Responsibilities:

·        Mange a team of approximately 10 – 20 CSRs

·        Ensures 100% of CSRs meet and or exceeds their overall KPI’s (sales targets, customer satisfaction and experience, quality and productivity standards)

·        Provides consistent, balanced and timely performance feedback on CSR performance

·        Ensures a positive work environment, continuous learning and a high quality employment experience for your team

·        Provides leadership and manages to all operational standards

·        Along with fellow Team Leaders, meets and exceeds all department goals

·        Applies timely performance management standards and processes

·        Day to day sales/service request management

·        Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution

·        Coach, develop and engage the CSR to increase their abilities while enhancing their own careers Outbound calling and converting lead into sales

·        Customer logs on to the website and raises query for the products, CRE to call customer and understand query and sell the product accordingly

·        Explaining the customer’s product features and benefits

·        Ensuring all compliance and SLA of the call are adhered

Achieving daily, weekly, monthly, targets