Telemarketing Team Lead

Responsibilities

• Managing the day-to-day planning, operation and problem-solving, ensure the Team meets with the required sales targets, service level components and standards.
• Lead, coach and direct the telesales team to
  • promote and initiate the sales and lease of properties through sales gallery appointments, and
  • recruitment of property agents to market FEO properties
• Collaborate with relevant stakeholders to execute call campaigns, including script writing, briefing, and tracking of responses
• Monitor calls to ensure high service standards and provide coaching and feedback
• Ensure proper updating of customer data and PDPA consents into CRM system
• Ensure compliance to all company regulations and statutory requirements
• Handle and resolve customers’ enquiries and escalations professionally to achieve customers’ satisfaction
• 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
• Audit team members calls and data entry
• Constantly review and enhance SOPs to improve performance and productivity

Requirements

• Degree, with proficiency in MS Office applications and SAP CRM
• 3 years of customer service experience in call centre environment with at least 1 year in supervisory capacity
• Strong interpersonal and people management skills
• Strong command of English both written and spoken.
• Proficient in Mandarin to handle Mandarin speaking customers
• Self-motivated and service-oriented attitude