Head - Contact Centre

Responsibilities :

- Lead and oversee the Telesales division in the selling of products/services to a list of qualified prospects

- Drive and manage the telesales model of the function

- Will be responsible for managing the team and handling outbound calls from various leads derived from Digital and marketing campaigns.

- Follow up on the leads and convert them to sales and closely track for closure of deals

- Plan and discuss marketing & sales strategies.

- Training telemarketing staff

- Oversee the daily workflow and scheduling of telemarketing staff.

- Conduct performance evaluations that are timely and constructive.

- Collaborate with business heads to establish sales goals and to develop scripts for use by telemarketing team.

- Monitor and review phone calls to ensure quality service and compliance with applicable policies and best practices.

- Measure team performance; communicate goals and quotas to team; and encourage and motivate telemarketers as they work toward reaching their goals.

- Develop company systems for customer interaction and response and control the implementation process.

- Oversee system maintenance and upgrade implementation

- Maintains and improves call center operations by monitoring system performance and identifying and resolving problems

- Designing business MIS to and executing processes to improve efficiencies Compile and present weekly and monthly sales reports

- Experience of supporting and administering outbound call center technologies.

- Knowledge of CIC platform, Integration Services, and Reporting Services

- Complete understanding and implementation of technology, software applications, and phone and computer systems

- Resolve customer complaints and grievances.

- Maintaining customer relationships.

- Ensure proper documentation in the information system in due time and check through them for accuracy

Professional Experiences :

- Minimum of 8 years experience in Telesales in the role of Team Leader

- Prior experience in handling a telesales team & in a start-up environment is a definite plus

- Experience with telemarketing, advanced managerial skills, and the ability to multitask.

- Excellent understanding of technology, software applications, and phone and computer systems

- Able to provide strong guidance and assistance to the team

Functional & Behavioural Competencies :

- Strong analytical and problem-solving skills.

- Multiple stakeholder management

- Growth and aggressive delivery, targets-oriented mind-set

- Entrepreneurial mind-set

- Ability to deliver in high pace environment

- Ability to write and present reports

- Strong organizational skills.

- Excellent communication

- Dynamic personality

- An MBA from a known school.