Team Management:
- Motivate, supervise and ensure a smooth operation from discipline, and timekeeping to all functions of all telemarketing associates.
- Monitor and evaluate agent performance, providing ongoing coaching and development.
- Develop scheduling to ensure optimal staffing levels to meet call volume demands.
Performance Management:
- Set and track key performance indicators (KPIs) for the call center.
- Analyze call center metrics and prepare regular reports on performance for every individual by learning the CRM being used and monitoring each individual..
- Implement strategies to improve call center performance and achieve booking/tour targets.
Customer Engagement:
- Ensure call scripts and communication guidelines are followed to
- maintain a high level of customer service.
- Handle escalated customer issues and resolve complaints effectively.
- Ensure all call center activities comply with company policies and relevant legislation.
Booking Strategy and Execution:
- Collaborate with the sales and marketing teams to develop call center strategies that align with overall sales goals.
- Drive initiatives to increase appointment bookings and attendance at presentations.
- Stay updated on industry trends and best practices to continually improve the call center’s effectiveness.
Operational Efficiency:
- Manage call center technology and systems to ensure they are efficient and up to date.
- Identify and implement process improvements to enhance operational efficiency.
- Ensure proper documentation and reporting of call center activities.
Training and Development:
- Develop and deliver on hand morning training programs to enhance the skills of the telemarketing associates by way of reminding daily tidbits to enhance their productivity while keeping motivations high.
- Provide ongoing support and resources for the associate's development and career progression.
- Foster a positive and motivating work environment to maintain high morale and job satisfaction.
Job Type: Full-time
Ability to commute/relocate:
- Lagos: Reliably commute or planning to relocate before starting work (Required)
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