Team Leader - Telesales

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

 Creates strong morale and spirit in his/her team

 Ensures that the plans for the day and / or potential “challenges to success” are communicated to all CSR

 Recognizes the strengths and areas of improvements for all CSR’s, and has the ability to build developmental plans as appropriate

 Sets clear objectives and measures outcome

 Constructs compelling developmental plans and executes them

 Partners with cross functional units to ensure effective execution of daily business targets

 Blends people into teams when needed