Sr. Team Leader – Operations

Responsibilities

• Manage a team of sales executives, ensuring that they adhere to company policies and procedures
• Handle escalated customer complaints and work to resolve them quickly and effectively
• Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time
• Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction
• Coach and train team members to improve their skills and knowledge
• Conduct regular performance evaluations and provide feedback to team members
• Collaborate with cross-functional teams to develop and implement customer service initiatives
• Prepare and present regular reports on team performance to the management team

Qualifications

• Previous experience in sales process.
• Proven leadership and management skills.
• Excellent communication and interpersonal skills.
• Ability to handle difficult and escalated customer situations.
• Strong problem-solving and decision-making abilities.
• Ability to work in a fast-paced and dynamic environment.
• Proficiency in MS Office and BPO software.
• Flexibility to work different shifts, including evenings and weekends.