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Telesales Team Lead - Call Center

Job Purpose Summary: To motivate, manage and maintain a team of sales agents by meeting sales and metrics goals and by providing guidance, assistance and structure to individual agents and the team as needed.

Key Responsibilities:

Ensure that agents / team are maintaining satisfactory Sales and Quality performance scorecards by maintaining satisfactory metrics such as call / email handle time, total # of calls / emails taken, Speed of Answer, Sales, Discount Percentages, ADS (Average Dollars per Sale) etc.
During times of selected call / email volume be logged-in and available to handle calls / emails as necessary to maintain customer satisfaction and sales objectives.
During times of agent absence (scheduled or unscheduled), ensure that the agents outstanding issues or tasks are maintained including voice mails, pending transactions, inbound / outbound direct customers calls, customer emails, etc.
Communication of key agents and team issues with all members of the call center management team and active participation in department meetings.
Be aware of Sales and Call center metrics, as provided by Floor Manager and Analyst, on a daily weekly and monthly basis.
Timekeeping of agents including the use of Sign in Sheets, documentation regarding Lates / Absences and checking the Department Attendance Voice Mail at the time scheduled.
Be aware of team's agent status / ACD state at all times by monitoring email / voice Queues and ensuring agents are logged in and available at all times when they are scheduled to be available in ques.
Proactive in identifying agent and team level areas needing improvement and identify and execute ways to increase productivity and compliance.
Maintaining queue mailboxes and also ensure that agents are returning customer voice mails / emails from their individual mailboxes.
Maintain satisfactory attendance.
Generate Sales through customer sales calls, callback, emails and chats.
Other reasonable business requests as necessary made by any member of management.

What We Are Looking For: