Leading a team within the Outbound and telemarketing Call Centre to meet business requirements
To guide and support team members
Setting, measuring and meeting performance targets for speed, efficiency, sales and quality for the team
Driving operational and technological efficiencies within the team
Managing the daily running of the team
Monitor team members performance against target on a day-to-day basis, and implement changes where appropriate
Ensure the individual team member’s service standards are adhered to, e.g. meeting and exceeding Targets, team productivity, data conversions, Talk time interactions captured, etc.
Handling difficult customer complaints or enquiries
Drive quality control and ensure corrective action are taken where required
Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and...