Team Lead - Navi Mumbai, India - Home Credit India

Description

Objective

The purpose of the job is to supervise the tele-sales team, define, monitor and ensure consistent delivery of sales target and drive process improvement initiatives. The incumbent will be responsible for the management of overall business operations & coordinate with various departments and teams to ensure delivery of business goals.

Roles and Responsibilities

• Developing team members for higher productivity, drive sales and performance
• Doing real time analysis & providing regular feedback.
• Constantly monitor & review performance metrics for achievement of objective.
• Bridge with IT/HR/ Training/Quality.
• Identify relevant training needs of agents & ensure effective implementation.
• Workload management of the team to ensure the agreed throughput are achieved as per plan.
• Monitor the team quality and ensure that Quality target is met.
• To liaise with respective work center for resolution of complaints
• Daily update/Monitor dashboards
• Training the team on product/Process
• Work with AM/Managers on driving process improvement projects and regularly participate in the same
• Tracking the attendance of the team
• Track and provide feedback to the team members on their KRAs & Performance
• Follow and drive HR policies effectively in the team by maintaining transparency on the same".

Must Have Skills

• Graduate, with minimum 4-8 years of experience.
• Proven track record of managing Outbound telesales centers
• 2+ years of team handling experience
• Demonstrated ability to effectively manage employee
• Ability to drive improvement agenda as well as create best practice sharing culture
• Should be able to coordinate with other department efficiently to resolve queries.
• Drive Team for Higher productivity
• Must be good in Planning and execution and able to manage large volumes
• Excellent Communication and presentation skills
• Supervisory skills: ability to coach, mentor and inspire
• Result orientation: ability to set and review targets
• Open to travel for official purpose

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