Sales Team Lead

LOCATION: CEBU CITY, PHILIPPINES

Job Description
Role Purpose
- The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

͏
- Responsible for coaching, shadowing and supporting their agents directly. effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
- Identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement.
- Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
- Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents.
- Able to adjust messaging to different target audiences (agent, Ops Manager, ) with to-the-point communication.
- Able to adapt quickly to changes in workflows/processes/procedures/product features.
- Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
- Clearly outline current performance drivers of their market and actions to improve.
- Maintain a professional and personable demeanor at all times.
͏
- Minimum 12 months of experience in managing teams for contact center services
- 2-4 years of overall Experience.
- College Graduate / College Undergraduate (at least 2nd year completed units).
- Experience and knowledge in people management.
- PC basic knowledge, typing on PC using keyboard shortcuts.
- Communication skills.
- Coping with stressful situations.
- Selling skills.
- Microsoft office (Outlook, Word, Excel).
- Knowledge of data issues.
- Focus on customer experience.
- Hospitality industry customer care experience is a PLUS.
- Amenable to work on night shift.