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Team Leader

  •  Determined to contribute and be a significant part of a fast-growing company? Demand Science Team is looking for a Telemarketing Team Leader who will be responsible for supervising and overseeing the overall performance of the telemarketing team.
  •  Acting as the conduit between senior management and the telemarketing staff, the successful candidate is responsible for managing a group of telemarketing associates and will spend time in developing agents, assigning campaigns and tasks to agents, coaching agents and assessing their performance, discussing and resolving problems, and reporting on campaign progress and developments.
  •  He/She will effectively communicate to the TM operations management the success, progress, and challenges of our telemarketing operation and be able to identify what is necessary to consistently hit our goals. In the process, he/she will develop his/her communication skills, analytical skills, and ability to create solutions to fill in the holes of the telemarketing operation.
  •  Integrity, Passion, Comprehension, and Effective Communication is essential for this role.

 
Responsibilities:

  • Manage the day-to-day production, operation and problem-solving of a team of agents  to meet with the required service level components, standards and targets
  • Understand the Campaign Requirements, Analyze Production Pacing, and Deliver Campaign Orders
  •  Develop the team to ensure delivery of a consistently superior telemarketing experience by highly knowledgeable and professional agents
  • Act as the communication conduit between Frontliners and Management
  • Offer solutions to issues arising from campaigns assigned
  • Delivery of campaign orders, quality, and productivity targets and indicators
  •  Meet and exceed daily and Monthly Team Targets
  • Ensure the timely and successful delivery of lead orders and clearlycommunicate the progress of the Team’s Performance
  • People Management, including all HR related issues, as well as staff development
  • Call monitoring, coaching, and feedback, and taking responsibility for the delivery of the defined telemarketing experience in every call
  • Training and Development of staff
  • Motivate and develop future leaders
  • Make recommendations for process development based on campaign feedback and analysis of the same
  • Compiling report on the team’s performance and campaign feedback
  • Provide up-to-date daily and weekly campaign status report
  • Maintains operations by following policies and procedures
  • Serve as a focal point of dissemination of information from the senior management to the team
  • Work very closely with the team to solve campaign issues and concerns
  • Able to understand the agent’s problems and weaknesses and address them professionally
  • Work with the QA Team to make sure agents adhere to the quality standards and guidelines and address agents with quality issues
  • Undertake Administration Tasks
  • Other tasks as required

Requirements:

  • Candidate must possess at least a Bachelor’s/College Degree, any field.
  • At least 2 years of Telemarketing Team Leader/Supervisor work experience
  • Strong written and verbal communication skills are required
  • Strong experience in Outbound Telemarketing/Telesales/Appointment Setting, Project Development, Project Management and Operations Management
  • Excellent communication and analytical skills
  • Self-motivated, with high energy and an engaging level of enthusiasm
  • Experience with CRMs and Dialers
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