Process Leader – Sales and Retention (BPO)

Gratitude Inc

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1 day ago

Process Leader – Sales and Retention (BPO)

1-4 Year(s)

Manila (Taguig)

Job Description

Key Skills

Microsoft Excel Sales Analytical Skills Team Leader BPO Call center Process Leader Supervisory Experience

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Gratitude Inc. is a 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, and Africa. We are a direct sourcing partner Company of the different top BPOs offshore and onshore.

We have an ongoing hiring for a Team Leader with Sales Retention experience, for our BPO Partner in Taguig City.

Job Title: Process Leader – Sales and Retention

Work set-up: Onsite in Taguig

Work shift: Shifting

Salary: 35,000 – 40,000 basic pay

Headcounts: 2

QUALIFICATIONS:

Non-negotiable:

Good written and verbal communication skills & team management skills.

Mentoring, motivating skills and Coaching skills.

Must have Sales and Retention for 1-2 years of supervisory experience or 3-4 years of experience as an associate.

Excellent knowledge of MS Office, especially Excel.

Undergraduate/Graduate

Strong organizational, planning and analytical skills.

Basic arithmetic and statistical skills for analysis of data and generation of reports.

Problem-solving skills

Amenable to work onsite and ASAP

Responsibilities:

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

Consistently achieves all KPIs and SLAs set by the clients with strict adherence to Quality parameters.

Floor walks regularly for at least 5 1⁄2 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous, and accurate responses to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.

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/chats 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 the 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, and break management as necessary.  Devises strategies to minimize attrition & absenteeism.

Organizes training programs 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 briefings 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.

APPLY NOW!

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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