- Drive and motivate the TMEs reporting to him / her meet the hourly / daily / monthly targets as planned and send reports to the manager on the targets achieved

- Handle difficult customers and ensure their issues are resolved by providing a good experience to the customers

- Capture the customer insights and share the same with the internal team; Provide regular MIS as required to the internal teams

- Responsible for planning the resources required for his / her team and work with HR to get the right talent on board

- Provide guidance to the new recruits to settle down well in their job and ensure the infant attrition is under control

- Promote a cohesive & high performance work environment by continuously engaging with the team members, providing development feedback and right training inputs

- Review the performance of the team members on a regular basis and help them to improve the productivity and ensure the team members earn their incentives

- Monitor, facilitate and ensure the team adheres to the processes

- Monitoring and ensuring the team shrinkage is within the defined parameters.

- Promotes a culture of quality by ensuring zero rude calls and misselling through constant call evaluations and feedback.

- Guide / mentor and train the team members in building their capabilities and improving their performance

- Actively participate / contribute to continuous improvement projects

- Identifies opportunities to improve productivity of the team and deliver a profitable ROI.

- Regularly monitors attrition red flags and ensures the same is within defined threshold.

- Ensures adherence to organization policies by self and team.

Skills & Competency

Functional

- Process Knowledge

- Product Knowledge

- Language skills Excellent communication skills in English and Regional language

- Selling Skills

- Team Management

- Knowledge of dialer metrics

Basic computer skills- Ms Word, Excel

Behavioural

- Values Integrity, Respect , Customer Centricity

- Good Communication Skills

- Influencing / Persuasion Skills

- Result Orientation

- Emotional maturity

- Self-driven

- Adaptability to a fast-paced changing environment

Education and Experience

- Graduate with minimum 5-12 years experience in sales in BPO / Tele sales / Telemarketing / Concept Selling domain of which 2-3 years should be in a Tele sales team handling capacity

Guddu Singh
Senior Executive - HR
Matrimony.com Ltd
HP: +91- 9875412573