CUSTOMER EXPERIENCE TEAM LEADER

Mô tả Công việc
Team leader will be directly responsible for tasks including (but not limited to):
Manage the Customer Experience, Inbound and Outbound Sales team.
Provide strategy & achievement plan to ensure team members achieve daily, monthly sale targets.
Maximize booking conversion and ensuring that customers are successfully shown up at centers.
Analyze sales metrics and prepare performance reports.
Oversee the day-to-day operations of our teams.
Perform quality monitoring as required to improve overall service quality.
Ensure that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps.
Prepare training material, scripts based on analysis. Support management team to build SOP.
Train new joiners and existing members in selling skills, soft skills, call handling, ticket handling, and communication skills.
Mentor and develop the skills of team members through coaching and training.
Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
Evaluate customer feedback and identify ways to maximize customer satisfaction.