Role:          Team Leader - Telemarketing / Call Center team

Location:   BKK

Job Responsibilities:

• Monitor daily workload and activities of staff scheduling, coaching, and training to develop an effective team with a strong sale focus.
• Manage inbound and outbound calls by providing optimum service to customers.
• Resolve customer service enquiries and issues promptly, ensure effective & timely follow up.
• Maintain and ensure customers’ records are updated into customer database accurately.
• Liaise with company’s clients in relation to customer service issues.
• Prepare call reports and analysis on the lead which provided by client.
• Support Supervisor/Manager to review work processes, identify and resolve process gaps through constructive feedback for continuous improvements where appropriate.
• In charge of sales training – new recruits, Call scoring /coaching as well as Complaint Management (RCA)
• Perform inbound/outbound calls periodically to be in touch with call handling to guide team effectively.
• monitoring call time, call quality, and revenue targets, among other things.
• Ensure calls are completed within stipulated timelines which will be determined upon the assignment of the call work.
• Monitor team’s schedule adherence (manage by walking around, be visible to answer questions)
• Prepare team performance reports and productivity reports.
• Conduct training for new joiners.
• Train and coach team members to improve performance via quality call scoring and call coaching.
• Motivate and encourage agents through positive communication and feedback

Qualifications:

• Bachelor's Degree in any related fields
• At least of 5-7 years of working experience in Call Center, Telemarketing with at least 2-3 years of experience as a Senior or Team Lead level
• Proven commitment to deliver exceptional customer service
• Proven ability to work well with external and internal customers, business experience heavily skewed in Care operations
• Previous experience handling customer complaints and escalations
• Excellent communications and interpersonal skills (English languages both written and verbal are preferable))
• Strong knowledge of Microsoft Office 
• Good negotiation and account navigation skill set
• Proven ability to analyze and recommend business actions, good organizational skills, administrative, and time management skills
• Ability to foster teamwork, and partner across functional areas within Care to deliver seamless service to customers
• Passion & ability to achieve goals, in a fast-paced, changing work environment

Timesconsult Co., Ltd.

1 Empire Tower, 47th floor, unit 4703,

South Sathorn Road, Yannawa, Sathorn, Bangkok 10210

Tel: 02 686 1296 / Cell Phone 065 119 5578

www.timesconsult.com / www.askheadhunter.com

TIMESCONSULT is an executive search firm with offices in Malaysia (KL & Penang), Singapore & Thailand (Bangkok). We are currently working with Thailand Multinational and SMEs to place qualified staff into their organization

At TIMESCONSULT, we actualise results for each client through a systematic, accurate and proven methodology. We pride ourselves on our highly passionate and experienced team of recruitment consultants who have in­depth knowledge of relevant industries and extensive contacts spread through vast networks.

We can assist you to effectively take care of all the aspects of the hiring process, so that you see only qualified candidates with real potentials at interviews. Being ever mindful of individual needs and requirements, we ensure the success of both the candidate and your organization.

HOW TO APPLY ?
Interested candidate, please send your resume/ CV thru pitan@timesconsult.com OR click APPLY NOW  

Candidate can easy submit the cv/ Resume via LINE : pitan_note