Team Lead (Sales)

Job Overview 

A Transparent BPO Team Leader is expected to provide sound direction, instructions and guidance to a group of individuals, (their team), for the purpose of achieving numerous goals. Effective leaders will know their team members' strengths, weaknesses and motivations. Team Leaders are tasked with creating a positive and productive atmosphere within their assigned team and the contact center. This requires each team leader to remain upbeat, positive, and be an enthusiastic role model who displays strong leadership skills and leads with a people centric attitude.  A Team Leader guides, supports, and motivates agents to hit performance metrics and achieve team goals. Team leaders aim to get the best performance possible from those on their/team, whilst promoting our people-centric culture and creating memorable and fun experiences, while doing so. 

Motivation and Recognition 

• Responding to customer concerns while encouraging and motivating your team to improve their technical skills continuously and customer service ability.
• Motivate and design competitions or incentives for the team to meet their goals.
• Provide constant encouragement, praise, coaching and assistance to agents in real time.
• 80/20 balance.  Spend 80% of your time with your team, and 20% of your time behind your desk.

Evaluating Performance 

• Define: Behavior vs. Performance and make recommendations
• Skill vs. Will: How to Identify Each and make recommendations
• Provide coaching and feedback – this is from Side by side, feedback from clients/QA and TL observations.
• Schedule coaching sessions with QA for your charge/team
• Work with feedback from the QA team to ensure and address concerns as they become necessary.
• Create agent action plans for those agents that are unable to meet expectations provide all resources necessary for their success.
• Work to maintain performance expectations brainstorm ways of meeting expectations if performance is below standard.
• Participate in calibrations and provide each agent with specific feedback and focus areas to improve their success.

Seeking Feedback and team communication 

• Following through on inquiries and projects to ensure completion
• Be fair and transparent in your overall managing of your team.
• Managing the performance of others seriously but tactfully whilst maintaining a people centric approach
• Plan 1 on 1 with your agents to build a professional relationship with your team for you to become approachable an approachable role model.  
• Committing to exceptional customer service with your team.

Requirements

Qualifications and Skills

• Some college preferred
• Ability to multi-task and work independently to complete tasks promptly.
• Excellent organization and prioritization skills.
• Strong follow-up skills with attention to detail.
• Excellent customer service and positive interpersonal skills.
• Experience working both independently and, in a team, oriented, collaborative environment is essential
• Strong analytical, problem-solving, and decision-making skills.

• Ability of working outside of contractual hours.
• Appropriately accepts and acts on feedback received
• Is persuasive, encouraging, and motivational when giving feedback to others
• Ability to maintain a high degree of confidentiality.
• Ability to stay cool and collected in emergency situations.
• Ability to use of Microsoft office applications to create excel trackers, PowerPoint presentations, Word based action plans, etc.)
• Exudes a people centric leadership style that highlights the value and importance of our agents.
• Able to meet productivity demands with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment

DUTIES AND RESPONSIBILITIES:

Handling Daily Operations 

• Prepare and conduct morning meetings.
• Team leaders should be hands-on leaders. They are to ensure correct procedures are followed and routinely give directions to their staff on what to do and how to improve. When an employee needs help dealing with customer concerns, Team leaders may step in, offer advice, or authorize a special adjustment (Arrange QA coaching).
• Scheduling agents to ensure adequate coverage is also one of their duties.
• Send attendance reports daily. (Monitor and communicate to your OM the attendance and tardiness of agents)
• Create and manage the logged in and break times of the agents.
• Daily Completion of previous days payroll errors.
• Liaise with OM for all questions, concerns regarding technical outages.
• Update outage received by the agents due to technical problems, training or coaching in a timely manner.
• Ensure all company policies & procedures from Transparent BPO are upheld.
• Check all systems before login and at end of shift to ensure they are in working order.

• Reporting Structure: 

  • Direct Manager: Operations Manager