Customer Service International Voice Team Member-BPS

Key Responsibilities:Strategic Planning & Execution:Develop and implement telesales and retention strategies to achieve business objectives. Collaborate with stakeholders to align processes with client goals and market trends. Identify opportunities for process improvements and innovation.

Team Management:Lead, mentor, and manage a team of telesales and retention managers, team leaders, and agents. Monitor team performance, provide coaching, and ensure adherence to quality standards. Foster a high-performance culture by motivating and engaging team members.

Performance Management:Track and analyze key metrics such as conversion rates, retention rates, and customer satisfaction scores. Ensure achievement of sales targets, retention goals, and other KPIs. Conduct regular performance reviews and implement corrective actions when necessary.

Client Relationship Management:Act as the primary point of contact for clients, ensuring their expectations are met or exceeded. Provide regular updates and reports to clients on campaign performance. Address client concerns and implement solutions promptly.

Operational Excellence:Ensure compliance with company policies, client requirements, and regulatory standards. Optimize processes to improve efficiency and reduce operational costs. Manage workforce planning, including scheduling and resource allocation. Training & Development:Identify training needs and collaborate with the training team to upskill employees. Ensure teams are equipped with the knowledge and tools to handle objections, close sales, and retain customers effectively. Promote a culture of continuous learning and growth. Reporting & Analytics:Prepare and present performance reports to senior management and clients. Use data analytics to identify trends, ch