Sales Support Team Lead
Sales Support Team Lead
Posted on :
06-04-2025
Employer Active
1 Vacancy
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Job Description
Job Summary:
The Machan Resorts is seeking a dynamic and resultsdriven Team Leader for our Contact Centre. The ideal candidate will have a strong background in sales processes preferably experienced with Zoho CRM and a solid understanding of quality auditing procedures. This role is crucial in ensuring that our sales team meets its targets while maintaining exceptional customer service standards.
Key Responsibilities:
- Team Leadership & Management:
- Lead mentor and motivate a team of contact centre agents to achieve and exceed sales targets.
- Conduct regular team meetings to discuss performance challenges and strategies for improvement.
- Monitor and evaluate individual and team performance providing constructive feedback and coaching as necessary.
- Sales Process Management:
- Oversee the of sales processes/SOPs ensuring all team members adhere to established protocols.
- Develop and implement strategies to increase sales conversions and customer satisfaction.
- Collaborate with the sales team to identify opportunities for crossselling and upselling.
- CRM Management:
- Ensure the team effectively uses Zoho CRM to manage customer interactions sales pipelines and followups.
- Train team members on Zoho CRM functionalities and best practices.
- Regularly analyze CRM data to track performance identify trends and make informed decisions.
- Quality Auditing:
- Implement and maintain quality auditing procedures to ensure compliance with company standards.
- Conduct regular quality audits of calls emails and other customer interactions providing feedback and action plans for improvement.
- Work closely with the Quality Assurance team to ensure consistent delivery of highquality service.
- Reporting & Analysis:
- Prepare and present weekly and monthly reports on team performance sales metrics and quality audit results.
- Analyze data to identify areas of improvement and develop action plans to address them.
- Provide insights and recommendations to senior management to enhance sales strategies and customer service.
- Customer Focus:
- Ensure that all customer inquiries and issues are resolved in a timely and satisfactory manner.
- Maintain a customerfirst approach ensuring that customer satisfaction is at the forefront of all team activities.
- Handle escalated customer concerns with professionalism and efficiency.
Qualifications & Skills:
- Bachelors degree in Business Marketing or a related field.
- Minimum of 35 years of experience in a contact centre environment with at least 2 years in a supervisory or team leader role.
- Proven track record in sales processes and achieving sales targets.
- Strong knowledge of Zoho CRM would be an added advantage.
- Experience with quality auditing procedures in a contact centre setting.
- Excellent leadership communication and interpersonal skills.
- Ability to work under pressure and manage multiple priorities.
- Strong analytical skills with the ability to interpret data and make datadriven decisions.
Employment Type
Full-Time
Key Skills
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