Telemarketing Team Lead
Responsibilities
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Managing the day-to-day planning, operation and problem-solving, ensure the Team meets with the required sales targets, service level components and standards.
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Lead, coach and direct the telesales team to
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promote and initiate the sales and lease of properties through sales gallery appointments, and
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recruitment of property agents to market FEO properties
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Collaborate with relevant stakeholders to execute call campaigns, including script writing, briefing, and tracking of responses
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Monitor calls to ensure high service standards and provide coaching and feedback
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Ensure proper updating of customer data and PDPA consents into CRM system
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Ensure compliance to all company regulations and statutory requirements
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Handle and resolve customers’ enquiries and escalations professionally to achieve customers’ satisfaction
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Perform data analysis by mining information from various data sources and construction of that data into meaningful, actionable information. Develop reports and structure presentations to present key messages to management
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Audit team members calls and data entry
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Constantly review and enhance SOPs to improve performance and productivity
Requirements
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Degree, with proficiency in MS Office applications and SAP CRM
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3 years of customer service experience in call centre environment with at least 1 year in supervisory capacity
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Strong interpersonal and people management skills
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Strong command of English both written and spoken.
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Proficient in Mandarin to handle Mandarin speaking customers
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Self-motivated and service-oriented attitude