Team Leader

2 weeks ago

Bangkok, Bangkok, Thailand Teleperformance Full time
Qualifications
Requirements/Skill 
  • Bachelor's degree or equivalent diploma
  • Communication Skills: Exceptional verbal and written communication, including negotiation and presentation skills. Fluent in English and Thai (C1 Level) in terms of listening, reading and writing via Hallo Ai
  • Based in Bangkok
  • Product Background: Preferably technology savvy and familiar with iOS, or comparable technology
  • Should achieve 60-80 words per minute (WPM) during the typing exam
  • Sales Experience: With BPO Inbound Sales working experience of at least 1-3 years (Voice) or any sales-related roles. With proven track record of sales achievement, ability to close deals and generate lead.
  • Leadership and Team Management Skills: Preferably with at least 1-3 years Supervisory working experience (BPO Inbound Sales) background managing a sales team.
  • Industry Knowledge: Should have a knowledge of the BPO industry, particularly in the context of Sales in customer service.
  • Analytical and Reporting Skills: Should have the ability to analyze sales data and be able to identify trends. Proficient in using CRM tools, excel, numbers, Sale performance dashboards. Must have managed a line of business with CSAT/NPS, and Sale Rate as primary KPIs
  • Problem-Solving and Decision Making: With strong critical thinking, problem solving abilities and decision making skills to address sales challenges.Should have an idea on root-cause analysis and a knowledge in facilitating a coaching session and game planning
  • Motivational and Performance Oriented: With high energy, resulted oriented mindset with strong focus on Sales KPIs and targets. Capable of handling pressure and be able to maintain morale under pressure.
Responsibilities

Team Lead's responsibilities include but are not limited to the following:

  • expectation of team leads is that 80% of their time is dedicated tocoaching, shadowing and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
  • Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team's performance to continuous KPI achievement.
  • Managing day-to-day operations – ensure consistent quality and productivity acrosschannels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
  • Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager) with to-the-point communication.
  • Able to adapt quickly to changes in workflows/processes/procedures/product features.
  • Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
  • Able to clearly outline current performance drivers of their market and actions to improve.
  • Maintain a professional and personable demeanor at all times
  • Team lead will also undergo 2 weeks Going Further/Nesting stage wheren they'll need to take in calls and need to meet the call quality requirement

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