Hiring For Senior SME and Team Leader - Sales 6 To 9 LPA | Bangalore

ROLE: Team Leader, Sales Process

DESIGNATION: Assistant Manager

LOCATION: Bangalore

Role and Key Responsibilities:

(Must have minimun 6 months of team handling experience on papaers in Sales domain).

• Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation.
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations.
• Communicate expectations to employees and provide timely updates and changes.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Complete shift-wide projects that aim to increase productivity, quality or other KPI.
• Promote the Company's values through both behavior and attitude, including being an advocate for your team members.
• Drive sales targets and deliver quarterly goals while being aligned with compliance policies.

Desired Skills:

• Coaching
• People management
• Time management
• Performance management
• Excellent communication skills
• change management and adaptability
• conflict resolution and stakeholder management
• Mindset to drive sales

ROLE: Sr SME Voice Process (Sales)

DESIGNATION: Sr SME, Operations

LOCATION: Bangalore

Key responsibilities:

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assist in driving metrics of the team.
• Monitor closure of service levels regularly.
• Ensure prompt escalations to Team Captain.
• Supervise team in the absence of the Team Captain.
• Monitor performance and quality scores of team..
• Take production calls as well as escalated calls.
• Clarify customer requirements; probe for and confirm understanding of requirements or problems.
• Confirm customer understanding of the solution and provide additional customer education as needed.

Desired Skills:

• Able to add value to the program by identifying improvement areas.
• Ability to effectively communicate, both written and verbally.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Ability to learn including strong problem-solving skill.
• Demonstrate strong probing and problem-solving skills.
• Should be able to resolve customer queries independently .
• Should be able to handle complex queries.
• Mindset to drive sales.

Salary - Team Leader upto 9 LPA

Salary - Sr. SME upto 6.50 LPA

To get your interview scheduled, please connect with

HR Bhoomi - [phone removed] or email your resume at [email removed]