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Position Title:
Telesales Team Leader

Department:
Operations

Reports to:
Operations Manager

Country/Business Unit:
Philippines

 

Responsibilities

A suitable Telesales Team Leader will have good recent B2B experience. He or she will be confident calling B2B and will be able to negotiate at all levels. The Telesales Team Leader will have good communication skills and be comfortable with managing a team of agents as well as make cold calls themselves.

As a Telesales Team Leader the responsibilities include:

  • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Provides statistical and performance feedback and coaching on a regular basis to each team member.
  • Writes and administers performance reviews for skill improvement.
  • Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
  • Ensures employees have appropriate training and other resources to perform their jobs.
  • Responds to and resolves employee relations issues expressed by team members.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Addresses disciplinary and/or performance problems according to company policy.
  • Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
  • Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
  • Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
  • Uses appropriate judgment in upward communication regarding department or employee concerns.
  • Perform other related duties as assigned

 

Minimum Qualifications:

Required Education:                       College level/ College Graduate of any degree

 

Required Experience:  

At least 1 to 2 years of experience in a similar call centre position

Demonstrated experience in handling complex employee issues

Proficient in relevant computer applications

IT Industry Knowledge preferred

 

Key Competencies:    

Telesales experience

Excellent communication skills across various levels in the organization

Problem Analysis and problem solving

Must have good attention to detail

Resilient and adaptable to constant changes

Flexible with work hours

Excellent leadership and mentoring skills

Must have strong business acumen and organization skills

Excellent customer service orientation and stakeholder management skills

 

Please send your resume to: phrecruitment@andersongroup.uk.com

Or visit us in one of our Offices:

BGC Branch: Ecotower Building Unit 1504, 32nd Street corner 9th avenue Bonifacio Global City, Taguig City Philippines

Ortigas Branch: 11/F Wynsum Corporate Plaza, #22 F. Ortigas Jr. Road Ortigas Center,Pasig City Philippines