Team Leader’s role and objectives


Accountable for day-to day performance through managing staff and developing innovative strategies to achieve more sales or appointments
Coach and develop agents through “side-by-side” and recorded calls and follow-up with critique to improve results
Encourage and facilitate individual strengths within the group
Provide feedback and suggestions after calls.
Implement and execute call Quality assessment process
Support the department’s sales goals through personally making ad-hoc calls.
Reduce risk by ensuring that all activities are conducted in compliance with applicable regulations and keeping accurate records
Prepare monthly projections; consistently attaining the forecasted amount
Manage and motivate agents
Interview, coach and train
Audit and implement new procedures to maximize performance
Supervise the workload of the team, allocating team members to optimise performance across the hours of the operation.
To ensure that the team follows established procedures including adhering to agreed Key Performance Indicators and quality standards
To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and developing future strategies
The Team Leader is responsible for the everyday running of the shift and the solving of immediate customer problems.
The Team Leader organises regular appraisal and personal development meetings.

Designed for



Telesales Team Leaders and senior agents to be groomed as Assistant team leaders.






Program Overview


Call Centre Team Leader Training must equip Team Leaders for the following key responsibilities:

To manage a team of Customer Services Advisers delivering first class, professional customer service to the public and a high quality front line service to the Company and its partners.

To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the operation of the Customer Service Department.

To monitor the changing needs of service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers.

To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.

To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.

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Who should attend


This program is prepared for call centre team leaders

Methodology


Empowering Lectures, Demonstrations, Small group discussions and presentation, Brainstorming sessions, Question and answers, Energizing activities, Graphic slide shows, Simulations, Experiential learning, Open loop story telling, Reflective metaphors and Icebreakers

Our Expert Trainers


Our trainers are PSMB Certified. They possess vast relevant experience in their own specific fields as practitioners and trainers. Each comes with an impressive list of clients whom they have personally rendered their training services to. Trainer profiles are attached with each training proposal sent to clients.

Methodology


100% Activity based training
Group discussions
Case studies
Interactive storytelling
Video presentation






OUR VISION
Facilitating Customer Delight through Professionalism in Human Capital Development

OUR MISSION
To provide leading edge customized training solutions in each campaign
To develop an experienced team of consultants with impeccable knowledge and experience in their relevant areas of expertise

OUR VALUES
Honesty, Integrity, Sincerity

Our Expert Trainers
Our trainers are PSMB Certified. They possess vast relevant experience in their own specific fields as practitioners and trainers. Each comes with an impressive list of clients whom they have personally rendered their training services to. Trainer profiles are attached with each training proposal sent to clients.
corporate training in malaysia

Shahrukh Moghal - Managing Consultant
Quality Input Resources Sdn Bhd
Unit 13-G, Jalan OP 1/2,
1 Puchong Business Park, 47160,
Puchong, Selangor, Malaysia.
M: 0123278240 Email: shahrukh@contactskills.com
web: www.contactskills.com
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