Role Summary:

To lead, motivate, and manage a team of sales agents in a domestic BPO environment to achieve/exceed daily, weekly, and monthly sales targets, focusing on exceptional customer satisfaction, process compliance, and continuous skill development. 

Key Responsibilities:

• Team Leadership & Motivation:
  • Lead, coach, mentor, and motivate a team of sales executives to drive high performance and meet KPIs.
  • Conduct daily huddles, team meetings, and provide regular feedback and performance coaching.
  • Foster a positive, high-performance culture focused on teamwork and achieving results.
• Performance Management:
  • Monitor daily sales activities, call quality, and key metrics (AHT, Conversion, CSAT).
  • Analyze sales data to identify trends, opportunities, and areas for improvement.
  • Conduct performance reviews, set clear goals, and address underperformance promptly.
• Operations & Strategy:
  • Manage daily operations, workflows, and ensure adherence to Service Level Agreements (SLAs).
  • Develop and implement sales strategies and action plans to achieve business objectives.
  • Handle escalated customer issues, complex sales queries, and provide effective resolutions.
  • Coordinate with Quality, Training, WFM, and other departments for seamless operations.
• Reporting & Compliance:
  • Generate and present regular performance reports (MIS) to senior management.
  • Ensure compliance with company policies, procedures, and industry regulations.

Key Skills & Qualifications:

• Experience: Proven experience in a BPO/Call Center environment, ideally in a supervisory/team leadership role within a sales process.
• Leadership: Strong leadership, motivational, coaching, and people management skills.
• Communication: Excellent verbal, written, and interpersonal communication skills.
• Analytical: Strong problem-solving, decision-making, and data analysis abilities.
• Technical: Proficiency in CRM software, MS Office (Excel, PowerPoint).
• Attributes: Ability to work under pressure, meet deadlines, and manage a dynamic, fast-paced environment.

Education:

• Bachelor's degree or equivalent experience.