Telesales Team Lead

Duties and Responsibilities:

The Telesales Team Leader is responsible for managing daily operations of the Telesales Unit and ensuring that all campaigns achieve quantitative goals resulting in to increase in product base, activation, & profitability.

Team Management

Manage the Telesales unit using MIS reports, call barging and coaching, mentoring, campaign timing, leave / attendance monitoring and call quality check to evaluate agent performance and team productivity resulting in achievement in campaign key metricsExplain and cascade accurately and efficiently to all TLS SPV and agents via presentation, email, and sales tools all information regarding product features/benefits/services, marketing promotions, campaign execution, and targets to equip all agents and to align with business goalsImplement company rules and regulations using manuals, handbooks, and memos pertaining to compliance with the policies and procedures based on the bank's guidelines that will be used for team collective evaluation and recommendationCreate and revise team’s incentive scheme.

Sales Delivery (IB and OB Voice, chat, and social media platforms)

Set and monitor sales quotas on a daily basis to effectively meet the unit’s monthly and yearly sales targets.Drive performance of telesales teams by leading regular rewards and recognitions, gamification, and other engagement activities.Assist the telesales team with duties where required, such as perform Telesales Outbound and Inbound calls.Understand the end goal and starting point and pursue the goal using own’s critical thinking abilities. With Independent "reach the goal mindset”.Be in the know of latest industry technology trends, and lead the initiative to implement relevant advancements in relative spaces to improve sales operations.

Administrative and Reportorial Function

Participate in the recruitment process by interviewing and hiring suitable telesales employees. Ensure the team perform routine account maintenance and utilize new technologies available. Prepare operations and sales reports on a regular basis and develop and implement action plans to address deficiencies.Provide regular feedback to the Head of Contact Center and Telesales, operations and team members regarding current sales performance. Escalate issues appropriately and in real-time including, but not limited to, financial, performance, and human resources issues.Help build quick reference guides, process manuals, and relevant documents.Supervise and/or perform User Acceptance Testing (UAT), if and when necessary.

Performs other related functions that may be assigned from time to time.

Requirements:

Bachelor’s degree relevant to the job, preferably with a degree in any business course.With at least 3-5 years of relevant work experience as a Telesales team lead/manager preferably in a BPO or shared service center servicing through voice, non-voice, or social media platforms in a financial services setting.With extensive knowledge of telesales structure/set-up, credit cards, cash loans, CASA.Excellent ability to delegate responsibilities while maintaining organizational control of sales delivery.Able to communicate with all levels of the organization and external parties; keen to details Ability to adapt to any situation and resolve issues without sacrificing brand values and promisesKnowledge of general business software and an aptitude for learning new applications.Must be fit and proper for the position, and in this regard, the following shall be considered:IntegrityPhysically and mentally fit for the roleAssertive Communication SkillsExcellent Team PlayerGood analytical and decision-making skillsResilient to adversityLeadership and Channel Management Skills, andOrganized with attention to detailAbility to resolve customer complaints and issues while maintaining a professional and calm demeanorAbility to do the job function well even in extreme work pressure while maintaining a professional and calm demeanorMust have the ability to embrace change and work comfortably in a fast-paced, multi-cultural, metric environment.Willing to work on a shifting schedule onsite: Makati.