Deskripsi Pekerjaan
Are you a results-oriented leader looking to make a significant impact in the telemarketing industry? Welsend Global Services is currently seeking a dynamic and experienced BPO Team Leader to oversee our operations in Taguig City. In this pivotal role, you will be responsible for driving team performance, ensuring operational excellence, and fostering a positive work environment that encourages growth and high achievement.
As a Team Leader, you will serve as the bridge between management and the floor, mentoring team members to meet and exceed sales targets. You will analyze key performance indicators (KPIs), implement process improvements, and handle escalated customer inquiries with professionalism. If you possess strong leadership skills and a passion for customer success, this is an excellent opportunity to advance your career in the heart of Metro Manila.
Tanggung Jawab
- Supervise and mentor a team of telemarketers to ensure daily and monthly sales targets are met.
- Monitor team performance through call monitoring, quality assurance, and KPI analysis.
- Conduct regular team meetings, training sessions, and performance reviews to enhance productivity.
- Handle escalated customer complaints and complex issues with professionalism and efficiency.
- Develop and implement scripts and strategies to improve conversion rates and customer satisfaction.
- Ensure strict adherence to company policies, compliance regulations, and quality standards.
- Collaborate with upper management to forecast sales and allocate resources effectively.
Kualifikasi
- Bachelor's degree in any field (preferably Business, Marketing, or Communications).
- Minimum of 2-3 years of experience in BPO/Telemarketing, with at least 1 year in a leadership or supervisory role.
- Proven track record of leading high-performing teams and achieving sales goals.
- Excellent communication, interpersonal, and presentation skills.
- Proficient in CRM software (e.g., Salesforce, Zendesk) and MS Office applications.
- Strong problem-solving abilities and the capacity to work in a fast-paced, high-pressure environment.