Team Lead - Telco

Job Description: Coaches a team of 10-20 Engagement Specialists. Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity, and attendance. Monitors individual calls and provides feedback regarding quality and call handle time.Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved.Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives, and provides Engagement Specialist pay rate decisions to each team member during the salary increase process.Manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions.Handles escalated customer issues and works directly with customers to bring about resolution in a timely and efficient manner.May perform other related duties and responsibilities as assigned and/or required.Qualifications: Bachelor's Degree is preferred but not requiredAt least a year of supervisory experience in a BPO set-upPreferably with Telco ExperienceExcellent Communication SkillsProven performance in Conversion Rate, Participation Rate, Resolution, and AHTFlexible with rotating shifts, including nights and weekendsSkills: Mastery of adding linesand upselling techniques.Ability to identify skill gaps and implement effective development plans.Proactive, innovative, and adept at creating engaging activities and incentives.Confident in client interactions, with strong presentation skills.
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