YOU COULD BE ONE OF OUR NEXT EMPLOYEE

Telesales representative in a Call Centre day-to-day activities may include:

• Over the phone delivery of prepared sales talks using scripts that describe products or services in order to persuade potential customers to make a purchase a decision.
• Mining basic data from the customers that are interested in the product or services .                                                                                      
• Checking the information provided by the interested customers on verifies that will be provided for eligibility confirmation .                                                   
• Inputing customers' data into the CRM.                                                           
• Transferring the customers live to the verification team.                                                                                            
•  Marketing and Up selling any other product or services as deem fit by the company.                                                                                                
• And meeting targets in terms of quality of conversations and performance. 
• Conducting customer research.
• Attending training sessions to continuously improve knowledge and performance

 A Talent Acquisition Manager in a call centre is responsible for 

• Sourcing of quality and qualified workers for a call centre.
•  Attracting the right people for the openinngs in the company.
•  Handling interviewing phase of recruitment program.
•  Hiring and onboarding employees in a company. 
• Responsible for ensuring that terms and conditions of employment and job descriptions are all in place.
• Organizing recruitment and Possibly overseeing training for the call centre employees. They also deal with issues that individuals may have personally or professionally. 

 A Call Centre Manager has the responsibility of managing a group of Team Leaders, who then have teams of Agents reporting to them. 

• Having meetings with your Team Leaders to make sure that objectives for the day are communicated and understood
• Having 1-2-1s with your Team Leaders to discuss any day-to-day issues, and providing support as necessary
• Ongoing coaching and Learning & Development of your team
• Working cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered
• Monitoring and driving performance across your operation, and preparing relevant reports for senior management
• Translating the businesses short, medium and long strategy into deliverable objectives for your Team Leaders
• Identifying and addressing people issues, and usually having responsibility of adhering to HR processes.   
• Have responsibility for effective resource planning resources such has dialer ,voip and lead.

 A call centre Quality Analyst has the responsibility of monitoring and assessing Call Centre Agents performance against a set of criteria

• Giving feedback to Agents on how they can improve
• Designing evaluation programmes for Call Centre Agents
• Developing a metric for Quality Scores to track individual and team performance
• Observing call centre trends
• Preparing reports for management on where the contact centre has improved and where it could improve further
• Implementing Agent training and coaching initiatives.
• Running root-cause analysis to identify knowledge gaps
• Providing customer feedback and internal compliance feedback to management
• Identifying and helping to implement tools that will improve advisor p

Over the phone delivery of prepared marketing talks using scripts that describe products or services in order to persuade potential customers to develop interest.

• Mining basic data from the customers that are interested in the product or services .
• Verifying the information provided by the interested customers for eligibility confirmation .
• Inputing customers' data into the CRM.
• Transferring the customers live to the sales team.
• Marketing any other product or services express by the company.
• And meeting daily marketing targets in terms of performance.Attending training sessions to continuously improve knowledge and performance.

 A call centre Team Leader has the responsibility of managing a team of Call Centre Agents. 

• Having “morning huddles” to make sure that your team know what their objectives are for the day
• Preparing and sharing daily ranking of performance through a leaderboard
• Call listening and giving feedback to Agents on how they can improve
• Taking call escalations and looking out over your team for when an Agent may need help
• Ongoing coaching and development of your team
• Monitoring and driving individual and team performance, usually against a set of key performance indicators (KPIs)
• Preparing reports for your Line Manager on performance against these KPIs
• Ongoing motivation of your team to ensure a positive mindset and customer-focused attitude remains throughout
• Identifying and addressing team issues, and being a pillar of support for your team members