Job Description

Responsibilities

• Responsible for day to day operations, training and management of different teams to achieve targeted Service Levels and delegate tasks to the appropriate team member.
• Conducts regular transaction monitoring and call reviews for the purposes of quality assurance, coaching and training.
• Develop team schedules and assist in the successful onboarding and training of team members
• Create and communicate a clear list of expectations and goals for team members to follow
• Offer emotional support to project team members and make people feel valued
• Maintain frequent communication to offer encouragement, amend tasks, and provide updates on goal progress
• Implement incentives to keep the team motivated and focused on their daily tasks project goals
• Provide frequent feedback on employee performance, address weaknesses or inefficiencies, and offer support to improve skill gaps
• Nurture collaboration amongst team members
• Write project reports as necessary
• Reward team members for their continued efforts and celebrate accomplishments

Requirements:

• Min Diploma or equivalent with Min 2 year of B2B experience in a Telesales or Contact Centre environment (Preferably in the area Finance or Technology solution industry) with Min diploma or equivalent
• Strong communication - T effectively convey ideas and promote and facilitate communicaiton
• Critical Thinking - Finding crative solutions and anticipating potential roadblocks in productivity and overcoming obstacles to achieve success in every situation.
• Team Management - Establish a team of individuals with the right skill set and encourage collaboration which involves teamwork, goal setting and regular performance reviews.
• Self-motivated and self-driven; able to work independently with little or no supervision while maintaining consistently high productivity
• Time Management - Understand the capabilities and skill levels of the team and strong time management skills to ensure all tasks are completed efficiently.