Amplifon

India Contact Centre Team Leader

Amplifon  •  Gurugram, IN (Onsite)  •  3 months ago
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Job Description

Job Specifications:

The Team Leader must be a Strong candidate who can drive inside sales rigorously to convert leads and achieve the monthly revenue goals. The Team Leader should be a people manager with an analytical mind and drive the culture with ethics and compliance.

Key Responsibilities:

Team Leadership & Performance Management

  • Lead a team of inside sales executives handling inbound and outbound sales calls.
  • Drive the performance rigorously to ensure Targets are met on daily, monthly basis.
  • Monitor daily sales performance, call quality, and target achievement.
  • Conduct regular coaching sessions, huddles, and feedback discussions.
  • Drive motivation, discipline, and accountability within the team.

Process & Quality Adherence

  • Ensure adherence to Contact Centre scripts, compliance, and sales protocols.
  • Track call KPIs such as AHT (Average Handling Time), conversion %, contact rate, and talk time.
  • Audit Calls to improve process efficiency and customer experience.
  • Maintain accurate records of leads, calls, and conversions through the available tools.

Reporting & Insights

  • Generate and analyze data daily, weekly, and monthly to build performance reports and identifying trends, gaps and areas of improvement. Must have an analytical mindset and deep understanding of data.

Key Skills & Competencies:

  • Proficiency in Excel and reports at an advanced level, contact center reporting tools and data presentation. Must have an analytical mind and understanding of contact center metrics.
  • Proven track record in contact center Inside Sales / Telesales.
  • Strong leadership, coaching, and motivational skills. Clear communication.
  • Data-driven decision-making with analytical thinking.
  • Ability to work under pressure and manage high-performance targets.

Qualifications:

  • Graduate in any discipline.
  • Minimum 6 years of experience in Inside Sales / Telesales, with at least 2 years as a Team Leader.
  • Experience in a contact center / BPO sales environment is essential.
  • Industry exposure in Healthcare, Telecom.
Amplifon

About Amplifon

As the global leader in the hearing care retail industry, we have been changing the lives of millions of customers across the globe since 1950. With stores and offices spanning across 26 countries and a team of 20,300 dedicated professionals, we take pride in setting the industry standard as we empower people to rediscover all the emotions of sound.

Amplifon operates in: Argentina, Australia, Belgium, Canada, Chile, China, Colombia, Ecuador, Egypt, France, Germany, Hungary, India, Israel, Italy, Mexico, New Zealand, Panama, Poland, Portugal, Spain, Switzerland, the Netherlands, UK, United States, and Uruguay.

Read our Netiquette and help us create an inclusive environment to interact within: https://corporate.amplifon.com/en/netiquette?formSearchPage=true

Industry
Beauty & Wellness
Company Size
10,000+ employees
Headquarters
Milan, IT
Year Founded
1950
Website
amplifon.com
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