Sub Head of Telemarketing
Hult International Business School
مجموع سنوات الخبرة :16 years, 8 أشهر
- Work closely with the Head of Telemarketing to optimize performance of TS Callers
- Developing, training and managing the telesales team
- Managing leads using CRM system application Sales force
- Develop effective call scripts for TS to use
- Assign daily calling list for TS Callers to ensure productivity
- Liaising with Product heads and marketing department to ensure smooth telesales operations during international fairs and events
- Training and coaching of new Telesales callers and provides regular refresher’s training for the TS callers to ensure adherence to the procedures.
- Review the individual performance of Telesales callers in order to identify and plan their training needs.
- Developing and implementing call plans and strategies to clear the lead pipe.
- Construct and monitor performance improvement plans and work with Telesales to achieve objectives and performance targets.
- Provide clarifications and guidelines to enhance Telesales’ understanding and competence relative to business-specific information and handling different issues.
- Build strong morale in the team and facilitate their acceptance of organizational changes.
- Doing an outbound call to prospective candidates that show interests in applying for Master degree programs.
- Providing consultations and pre-filtering the students who will be applying and guiding them through the course of application and admission’s process.
- Regular monitoring through recorded calls and providing coaching and feedback to the agents. Making sure that we're delivering quality customer service.
- Supervise a team of eReps and Customer Service Advisors and support team operations in meeting the needs of the business by demonstrating outstanding leadership and interpersonal skills.
- Construct and monitor performance improvement plans and work with eReps to achieve objectives and performance targets.
- Provide accurate weekly specific performance report.
- Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to client-specific information and handling different customer transactions.
- Conduct performance evaluation of direct reports.
- Build strong morale in the team and facilitate their acceptance of organizational changes.
- Ensure timely, accurate and consistent delivery of client-specific information and updates to eReps and identify common and / or critical customer handling issues and escalate it to Team Manager with recommended solutions.
- Assisting the customers’ concern and providing relevant solutions concerning their eBay accounts online
- Supervise a team of eReps and Customer Service Advisors and support team operations in meeting the needs of the business by demonstrating outstanding leadership and interpersonal skills.
- Construct and monitor performance improvement plans and work with eReps to achieve objectives and performance targets.
- Provide accurate weekly specific performance report.
- Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to client-specific information and handling different customer transactions.
- Conduct performance evaluation of direct reports.
- Build strong morale in the team and facilitate their acceptance of organizational changes.
- Ensure timely, accurate and consistent delivery of client-specific information and updates to eReps and identify common and / or critical customer handling issues and escalate it to Team Manager with recommended solutions.
- Serves as back-up point of escalation when Subject Matter Experts or Customer Service Advisors are not available. Responsible for giving coaching and feedback for bottom performer agents.
- Assisting customers if they have problems with their broadband connection, whether it’s an email issue, wherein customers can’t send or receive emails, connection issues, wherein customer can’t able to access the internet.
- - Assisting the customers’ concern and providing relevant solutions to their problems by giving them the appropriate product that suites their needs.
My major was in Electronics and Communication Eng'g technology.