As an Outbound Customer Support Team Leader, you will play a pivotal role in managing a team of Executives, helping them to meet targets while reviewing performance and coaching them, ensuring they adhere to company policies, and guiding “Dubizzle“ listers through their journey with the platform. You will require a blend of strategic thinking, leadership, and exceptional communication skills to ensure the team meets and exceeds their KPIs
KEY RESPONSIBILITIES
- Manage the outbound support team executives in the Property team, ensuring that the outbound executives meet the ongoing needs of their clients while accomplishing individual KPIs.
- Ensure that the team goals/milestones are met and adhere to the approved strategy and plan.
- Meet the team targets, including target calls, conversions, quality and revenue.
- Follow up daily & weekly on the team activities/tasks while making sure that everyone is on track.
- Prepare daily/weekly/monthly reports and reviews on team activities, performance trackers, and overall contribution to the team revenues.
- Make suggestions for product improvement, pricing structure, and payment channels based on data gathered from the consumers.
- Execute research surveys with users aiming to understand the business and consumer behaviors.
- Ensure all team members adhere to all company policies and procedures.
- Work closely with the team, motivating and coaching them.
- Host1-2-1’s and team meetings.
- Stay up to date with business development.
- Manage day-to-day line activities.
- Ensure training and development plans are maintained for all team members.
- Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
- Keep up to date with any industry changes affecting the business and relay this knowledge back to the team.
- Work with the management team to identify and deliver positive change and business efficiencies.
- Escalate any appropriate problems to the management.
- Support the Outbound CS Manager in highlighting operational risks and areas for improvement.