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08/09 Suchandra Ghosal
HR at Merlin Projects Ltd

Views:72 Applications:35 Rec. Actions:Recruiter Actions:12

Merlin Projects - Team Lead - Telesales (7-12 yrs) Premium

Kolkata Job Code: 175719

Roles and Responsibilities :

- Demonstrated ability to effectively manage a team

- At least 4-5 years experience as Team Lead (voice process)

- Must-Know how to deliver targets on time

- Ability to drive initiatives in the team with creativity and a long-term vision

- Have hardcore experience in the outbound sales process.

- Experience in initiating and implementing process improvements

- Must-Know AHT calculation, Attrition, Shrinkage, Roster making (YTD/MTD) ETC.

- Expert knowledge of Operations processes and supporting tools.

- Monitoring customer interactions and providing timely feedback to teams

- Conducting quality audits on a weekly basis. Studying the team data to analyze and drawing trends.

- Drawing up action plans for the advisors requiring coaching or development

- Tracking attrition and performance regularly.

- Providing updates to the Sales Manager regularly with respect to the performance of the team and any issues faced by them.

- Monitoring team performance. Enable development opportunities for the team through participation in various initiatives.

- Prepare development plans for team members and track their implementation.

- Answering queries raised by the team. Interaction with the client on a need basis for delivery.

- Preparing reports, incentive sheets, Good experience in MS Office, Word, Excel and PowerPoint

- Identifying process gaps and collaborates with the management to formulate solutions.

- Strong experience in presentation skills

- Strong written and verbal communication skills;

- Strong customer service skill

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