Job Title: Tele Sales and Retentions Team Leader (International Process Experience Required)
Location: Ghansoli, Navi Mumbai
Shift Timing: 24/7 with 2 rotational days off
Role Description:
- We are looking for a dynamic Tele Sales and Retentions Team Leader with a strong background in international call center processes.
- The ideal candidate will have a proven track record in managing teams and driving sales in a call center environment.
Key Responsibilities:
- Lead and manage a team to achieve retention and sales targets for both Consumer and VBS segments.
- Ensure excellent Customer Effort Score (CES) and drive improvement in First Call Resolution (FCR) and Transactional Net Promoter Score (TNPS).
- Provide coaching, mentorship, and guidance to team members to enhance performance.
- Monitor team performance metrics and develop strategies to meet and exceed KPIs.
- Ensure seamless use of CRM tools for tracking and customer interaction.
Knowledge and Experience:
- Minimum 5+ years of experience in a call center environment.
- Minimum 2+ years of experience in managing teams within a call center.
- Sales experience is highly preferred. Proficient in CRM tools with strong Microsoft Excel and PowerPoint skills.
Qualifications:
- Bachelor’s degree (preferred).
- Key Performance Indicators (KPIs):
- Retention and Sales Targets for Consumer & VBS.
- Customer Effort Score (CES).
- First Call Resolution (FCR) & Transactional Net Promoter Score (TNPS).
Join us and lead a high-performing team in a dynamic, international sales and retention process