Job Description

Reporting to Manager and working as an integral part of the fundraising team, the
Team Leader-Tele Sales role encompasses multiple duties, disciplines and responsibilities which will optimise the Call Centre performance.
The Team Leader-Tele Sales is responsible for the daily running and management of the Call Centre, through the effective use of resources, resource planning, problem solving and decision-making techniques.
Team Leader-Tele Sales is responsible for delivering high standards of service to the organisation by making the most effective and efficient use of Tele-Sales and technology resources. They use a range of measurements to monitor, analyse and plan
improvements to call-centre performance. To meet these responsibilities, the Team Leader-Tele Sales must be a combination of expert service provider, coach, trainer, mentor and motivator.

Responsible for ensuring that Tele-Sales Staff have the knowledge and skills to answer donor's questions, requests for support or problems quickly and effectively. Has additional responsibility for meeting sales and profitability targets. The performance of individual callers is essential to the success of a call centre. Responsible for recruiting, training, managing, and monitoring callers so that they have the skills and knowledge to meet the targets and fundraising objectives. Training programs must ensure that Callers have good knowledge about services of the organisation, most importantly customer handling skills. Responsible for using the resources efficiently and cost-effectively. By analysing records of incoming calls / outgoing calls, can identify how much actual calls were made. Responsible for checking and monitoring the reports on various aspects of call centre performance to other members of the management team. Must ensure that all members understand the team's objectives and work together to achieve it. Constant monitoring to ensure that everyone is working towards the same goal. Provide effective and timely feedback to the management. Responsible for setting and meeting performance targets for speed, efficiency, sales, and quality. Responsible managing the daily running of the call centre. Responsible in coordinating staff recruitment, and liaising with Talent Acquisition Manager. Responsible in reviewing the performance of staff, identifying training needs and planning training sessions. Responsible in handling the most complex customer complaints or enquiries. Responsible for provide information on day-to-day basis to the top management with regard to meeting the day-to-day targets, staffing and other issues. Responsible to make sure that all assets are properly maintained and are in good working condition. Responsible to make sure that Tele-Sales targets are met on daily basis. Motivate and encourage callers through positive communication and feedback Meet at least once each week with Manager to review the following topics:
o Review the past week's events, including statistics, results and targets.o Disseminate new target information.o Introduce new staff members.o Communicate organisation information.o Answer questions and comments.o Provide targets to be achieved with a glimpse of future weeks.o Record the best performer of the week.o Record the list of agents that needs to be motivated to perform better.

Perform at least one monitoring evaluation once in 5 working days
Job Type: Full-time

Pay: ₹35,000.00 - ₹45,000.00 per month

Benefits:

Paid time off
Language:

Hindi (Required) English (Required)
Work Location: In person