Sales & Billing Team Lead
- Active Communicator
- Listener
- Enthusiastic
- Problem Solver
- Ability to work as part of a team to achieve individual and team results
· Monitor sales and billing unit operations to ensure adherence to service level standards and company/department policies and procedures.
· Measure agents’ KPIs and work on effective intervention plans.
· Conduct regular review of all the agent’s performance and organize training sessions for under performers.
· Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
· Assists with taking agents’ calls if they can’t handle the call.
· Brief new product and features to all the agents.
· Remain available at all times for agents’ questions and concerns.
· Hand the calls from customers who wish speak to a Supervisors/Team Leads for whatever reason.
· Monitor numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
· Review all call reports.
· Meet with Supervisor / AM / HOD to report the progress and current issues
· Provide helpful feedback and positive communication to motivate all the agents.
· Run regular agents huddle
· Keep up to date with industry news.
· Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.
· Ensure adherence to the company’s policies and procedures
· Keep senior management informed about recurring issues or problems
· Provide constructive feedback to improve sales and conversions.