Team Leader
Linkeo
Total des années d'expérience :11 years, 5 Mois
Duties and Responsibilities
Managing the Call Center Team and ensuring the achievement of the Team challenges
Cold call prospective clients, as provided by the Company
Offer free business meetings with specialist who will maximize client’s online presence
Interact by phone with business houses and private individuals to solicit orders for the Company’s services
Collect information in line with the prospective business
Maintain customer’s / potential customer’s data bases
Conduct follow-up
Book appointments for the consultants to target business and market
Take in the customer through the sales process
Duties and Responsibilities
- Supports team manager and performs management duties when manager is absent or out of office
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Assists management with hiring processes and new team member training
- Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
- Communicates deadlines and sales goals to team members
- Develops strategies to promote team member adherence to company regulations and performance goals
- Conducts team meetings to update members on best practices and continuing expectations
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
- Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.
- Verify customer account information
- Provide product information to assist customers in making a decision about a product to buy
- Assist with placement of orders, refunds or exchanges
- Focus the team on the tasks at hand or the internal and external customer requirements
- Escalates issues which cannot be resolved by the team to the Sales Manager
- Maintains call center database by entering and verifying information; updating contact log
Duties and Responsibilities
- Front-line customer service
- Responsible for greeting all guests entering and experiencing the world’s tallest building in a friendly, fun and courteous manner.
- Communicates and supports the company’s vision and mission throughout the marketplace.
- Process sales, including admission, group visits, gift shops and memberships.
- Actively markets Burj Khalifa promotions and uses upselling and suggestive sales techniques to sell the company’s products
Duties and Responsibilities
- Manage a team of call center agents
- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment, etc.
- Motivate and encourage agents through positive communication and feedback
- Assist in the formulation of targets for individuals and teams
- Anticipate escalation and take over calls when needed
- Ensure adherence to policies for attendance, established procedures and other company policies
- Maintains call center database by entering and verifying information; updating contact log
- Communicates deadlines and sales goals to team members
- Develops strategies to promote team member adherence to company regulations and performance goals
- Conducts team meetings to update members on best practices and continuing expectations
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
- Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.
Develop a strategy the team will use to reach its goal Provide any training that team members need Communicate clear instructions to team members Listen to team members' feedback Monitor team members' participation to ensure the training they providing is being put into use, and also to see if any additional training is needed Manage the flow of day-to-day operations Create reports to update the company on the team's progress Distribute reports to the appropriate personnel