Job Responsibility :

• Work closely with the team, motivating and coaching them
• Hosting 1-2-1’s and team meetings
• Keeping up to date with target and new product lines coordinating with USA client
• Reporting to the Operation Manager
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving target
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the Operations Manager to highlight operational risks and areas for improvement
• Identify team member's development areas through regular weekly call listening in sessions to include \"Side-by-Side\" and \"Remote\" activity.
• Ensure the accuracy of information entered to minimize disputes and maximize business efficiency.
• Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
• Monitoring and driving individual and team performance, usually against a set of key performance indicators (KPIs)
• Preparing reports for your Line Manager on performance against these KPIs
• Ongoing motivation of your team to ensure a positive mindset and customer-focused attitude remains throughout
• Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Deliver the allocated part of the operation within agreed budgets and business targets
• Escalate any appropriate problems to senior management
• Support the Senior Manager to highlight operational risks and areas for improvement

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Preferred Qualifications :

• Team management experience of International Call Center
• Coaching and communication skills
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Focused on quality and accuracy of data captured.
• Excellent telephone manner with the ability to keep calm under pressure.
• A Level, Bachelor degree in any discipline (English Speakers only)
• Fluency in English Speaking is mandatory, doesn't really matter what educational background you are from.
• Don't apply, if you can’t speak English fluently.

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Experience Requirements :

• Minimum of 2 years’ experience within a contact center environment as a Team Manager
• Experience within Telesales in International Call Center (specially in USA base campaign) is must

Applying Instruction :

Interested candidates are invited to send their detailed resume stating the post applying for through email to hrd@genuitysystems.com or to the address below on or before September 14, 2021.