1. Define and monitor key performance indicators (KPIs) to assess team performance and ensure alignment with organizational goals.
2. Develop and implement standardized procedures for call handling, including responses, solutions, and advice, to maintain consistency and quality in customer interactions.
3. Manage and support team members to optimize efficiency and effectiveness, including balancing workload and addressing performance issues as needed.
4. Identify and implement solutions to enhance cooperation across departments and improve overall operational efficiency.
5. Prepare comprehensive monthly reports to evaluate team performance, analyze trends, and make data-driven decisions to optimize resource allocation.
6. Exercise oversight of the operations of a team of 20 sales and service professionals, ensuring adherence to established protocols and achievement of performance targets.
7. Provide comprehensive training on product knowledge, sales techniques, and problem-solving strategies to empower team members to excel in their roles.
8. Utilize operational processes, data analytics, and continuous improvement initiatives to maximize team performance and drive efficiency gains.
9. Manage day-to-day attendance tracking, staff productivity, and issue resolution, ensuring timely escalation and resolution of any operational challenges.
10. Provide strategic direction on lead management, script development, and manpower forecasting to ensure compliance with organizational policies and objectives.