Job offer: Sales & Billing Team Lead

Job Duties & Responsibilities:

• Monitor sales and billing unit operations to ensure adherence to service level standards and company/department policies and procedures.
• Measure agents’ KPIs and work on effective intervention plans.
• Conduct regular review of all the agent’s performance and organize training sessions for under performers.
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
• Assists with taking agents’ calls if they can’t handle the call.
• Brief new product and features to all the agents.
• Remain available at all times for agents’ questions and concerns.
• Hand the calls from customers who wish speak to a Supervisors/Team Leads for whatever reason.
• Monitor numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
• Review all call reports.
• Meet with Supervisor / AM / HOD to report the progress and current issues
• Provide helpful feedback and positive communication to motivate all the agents.
• Run regular agents huddle
• Keep up to date with industry news.
• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.
• Ensure adherence to the company’s policies and procedures
• Keep senior management informed about recurring issues or problems
• Provide constructive feedback to improve sales and conversions.

Job Specification

Number of Vacancy(ies): 1

Qualification: Bachelors completed in Management/Marketing

Experience: 1 year + Experience on Sales and Billing or Similar role

Contract of Employment: Full-time

Job Location: Jawalakhel, Lalitpur

Skills and Knowledge:

•  Active Communicator
• Listener
• Enthusiastic
• Problem Solver
• Ability to work as part of a team to achieve individual and team results

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