Sales Team Leader (BPO)

Gratitude Inc

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1 month ago

Sales Team Leader (BPO)

2-3 Year(s)

Manila (Taguig)

Job Description

Key Skills

Sales bpo

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Gratitude Inc. is a leading professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, Kenya, Nigeria, Singapore, Vietnam, Thailand, and USA. We are a Direct Sourcing Partner Company of the different top BPOs offshore and onshore.

We have an ongoing hiring for a Sales Team Leader for our BPO Partner in Taguig.

Job Title: Sales Team Leader

Work set-up: Onsite (Science Hub 2 Mckinley Hill Taguig)

Work schedule: Rotating schedule

Salary: Php 35,000 - 40,000

Target start date: ASAP

Recruitment process – HRI, Level 1 and Level 2 interview

Qualifications:

With at least 2 years of Sales Team Lead experience

1-2 years of supervisory experience

BPO Sales experience is a must

Fluent English is a must

Excellent knowledge of MS Office and especially 'Excel'.

Education Qualification:

High School Graduate / Old or New Curriculum/ College Undergraduate/Graduate

Operational:

Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA

First-level escalation point of contact for the local BU/Global Team

Responsible for the project execution, monitoring KPIs and Target compliance

Leads the team in ensuring compliance with provisions/commitments as stipulated in the Client Service

Monitor the team performance and provide regular updates for specific KPIs, ensuring workload compliance and Developing and sharing knowledge with the team

Oversees effective resource allocation to meet both productivity and quality metrics

Documents issues as needed and ensures adherence to policy and procedures

Manages process, resources, and system applications

Follow standard practices and business procedures.

Performs ad hoc data analysis and participates in various process improvements as needed.

Validation and QA/QC – Perform validation checks for operational processes and data inputs/outputs.

Responsible for complying the internal quality standard.

Validate that the information gathered from third-party sources represents accurate new data that should result in an update, creation, or deletion in existing data.

Perform functions as directed by the immediate superior and local office project lead.

Key Performance Indicators:

Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.

Listens to calls and coaches the team to enhance performance.

Monitors the calls/chat taken by the associates and provides them feedback.

Interacts with the quality team to seek feedback on the team’s performance and team quality scores.

Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.

Prioritizes and assigns work to associates and initiates corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.

Organizes training program for the associates.

Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.

Holds team briefing and de- briefings before and after each shift.

Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.

Initiates and administers the rewards and recognition program for the team.

Organizes the monthly team outings in coordination with the associates and the team members.

To apply, please submit your updated resume on this post or via email at isay@gratitudephilippines.com and answer the pre-screening questions.

Further details will be discussed once invited for an interview.

Our recruitment team will reach out to you via WhatsApp or direct call once shortlisted.

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Role

Sales Team Lead

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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