Careers - RenditionDigital International, Inc.

Team Lead (Customer Service) (code: RD-TLCS)

Job Summary:

The BPO Team Lead (New Business Sales) assists the Operations Manager in managing the daily activities of a team of Sales Agents who will be assigned to WhatClinic's New Business Sales team, which entails conducting outbound calls to potential clients in the Philippines, Malaysia, and Australia with the objective of creating new clients or selling additional services to drive revenue for WhatClinic. The Team Lead shall also be responsible for following and meeting sales quota, service levels and the set team metrics and requirements; implementing call center policies and operational standards; meeting and maintaining productivity and quality of calls and ensures individual agents are performing against targets; preparing reports on performance, quality and other relevant reports regularly, and, providing analysis for such; training, coaching, and motivating team members and providing feedback to the Operations Manager on such activities.

Job Responsibilities:

  • Task Management - Effectively manage identified tasks of team members;
  • Metrics and Measurement - Manage and regularly publish the scorecards of the team
  • Performance - Meet and maintain all Team Performance Metric Targets and service levels
  • Training and Development- Mentor, coach and train Telemarketers on a regular basis
  • Performance and Innovations- Facilitate and encourage continuous innovations and improvements for client and internal processes
  • People Management- Maintain a high level of employee morale within the team

Qualifications:

    Education:

    • Graduate of any 4-year degree course

    Experience:

    • At least two (2) years experience as a Team Lead in the BPO industry, particularly in an outbound call center set-up;
    • Experience in the field of Sales and Quality Assurance is preferred;
    • Experience in leading an outbound team, focused on lead generation, customer service or outbound sales, and catering to global clients preferred;

    Knowledge & Skills:

    • Strong leadership skills and values; with people management experience;
    • Strong analytical abilities;
    • Good working knowledge of day-to-day agent functions in an outbound sales call center set-up;
    • Computer and internet savvy;
    • Telephone skills including operation of telecommunications technologies
    • Excellent English communication skills, both oral and written;
    • Flexible in working in shifting schedules