GOALS & OBJECTIVES
TEAM LEADER - CALL CENTER ARE RESPONSIBLE FOR ACHIEVING TEAM TARGETS, ENSURE CUSTOMER RETENTION AND DEVELOP NEW BUSINESS.
TO HELP IN ACHIEVING THESE GOALS FOLLOWING STAR AND GUARDING TASKS HAVE TO BE PERFORMED.
ROLE AND RESPONSIBILITIES
STAR TASKS:
1. Deliver minimum target on agreed time as per individually agreed plan.
2. Build required number of performers and high performers as per targets within the time frame as per individually agreed plan.
3. Retention of customers –Tier 3 & 4 minimum – 40% and target – 50% by number of accounts and revenue generated.

GUARDIAN TASKS:
1. Ensure staff strength as per the budget.
2. Ensure productivity per head at AED 40,000/- for call center.
3. T3 clients have to be called by Team leader at least once a month.
4. Reporting (as per Sales Policies).
5. Create happy and passionate team.
6. Speed in communication between the team and with customers.
7. Train, coach, Mentor team members.
8. Provide feedback on competition/market (Quarterly written feedback, quotations, names, prices, services offered by competitors).
9. Provide monthly written staff review to Sales Director and HR.
10. Spend minimum one full day each with all sales executives who have completed more than 6 months service with GIT and 2 full days with sales executives who have completed less than 6 months of service with GIT. Written feedback has to be prepared, shared with sales executive and the same has to be sent to Sales Director.
11. Learning – Team Leader - Call center has to read minimum 1 sales book / quarter.

Skills and Competencies:

1. Should be confident and possess excellent communication skills
2. Should be a go getter and self-driven
3. Should be a quick decision maker
4. Should be resilient and optimistic
5. Should be opportunistic
6. Team management skills
7. Good listening skills
8. Learning ability

Education and Experience:
1. Bachelor’s degree
2. Minimum job requirements: 3-4 years of outbound call center management experience.