Team Leader (Telesales, Odisha)

Job Description

Role Overview:As a Team Leader at Matrimony.Com in the Telemarketing department, you will be responsible for leading and managing a team of Telemarketing Executives (TMEs) to achieve business targets while ensuring operational excellence and superior customer experience. Your strong leadership, resource planning, and performance management skills will be crucial in driving productivity and maintaining team engagement.Key Responsibilities:- Drive and motivate the TMEs reporting to you to meet the hourly/daily/monthly targets as planned and send reports to the manager on the targets achieved.- Handle difficult customers and ensure their issues are resolved by providing a good experience to them.- Capture customer insights and share them with the internal team; provide regular MIS as required to the internal teams.- Plan the resources required for your team and work with HR to onboard the right talent.- Provide guidance to new recruits to settle down well in their job and ensure infant attrition is under control.- Promote a cohesive and high-performance work environment by engaging with team members, providing development feedback, and appropriate training inputs.- Review the performance of team members regularly, help them improve productivity, and ensure they earn their incentives.- Monitor, facilitate, and ensure the team adheres to processes.- Monitor and ensure the team shrinkage is within defined parameters.- Guide, mentor, and train team members to build their capabilities and improve performance.- Actively participate and contribute to continuous improvement projects.- Identify opportunities to improve team productivity and deliver a profitable ROI.- Regularly monitor attrition red flags and ensure they are within defined thresholds.- Ensure adherence to organization policies by yourself and the team.Qualification Required:- GraduationAdditional Company Details:Matrimony.com Ltd is the largest and most trusted matrimony brand with around 4500 associates. The brand offers matchmaking and marriage services through websites, mobile sites, and mobile apps, with flagship products such as Bharat Matrimony, Community Matrimony, Assisted services, and Elite Matrimony. The company has a pan-India presence with 7 regional offices and 145 company-owned retail outlets. Matrimony.com has been recognized with awards for gender sensitivity and aims to build a billion-dollar revenue company with a legacy for future generations. Role Overview:As a Team Leader at Matrimony.Com in the Telemarketing department, you will be responsible for leading and managing a team of Telemarketing Executives (TMEs) to achieve business targets while ensuring operational excellence and superior customer experience. Your strong leadership, resource planning, and performance management skills will be crucial in driving productivity and maintaining team engagement.Key Responsibilities:- Drive and motivate the TMEs reporting to you to meet the hourly/daily/monthly targets as planned and send reports to the manager on the targets achieved.- Handle difficult customers and ensure their issues are resolved by providing a good experience to them.- Capture customer insights and share them with the internal team; provide regular MIS as required to the internal teams.- Plan the resources required for your team and work with HR to onboard the right talent.- Provide guidance to new recruits to settle down well in their job and ensure infant attrition is under control.- Promote a cohesive and high-performance work environment by engaging with team members, providing development feedback, and appropriate training inputs.- Review the performance of team members regularly, help them improve productivity, and ensure they earn their incentives.- Monitor, facilitate, and ensure the team adheres to processes.- Monitor and ensure the team shrinkage is within defined parameters.- Guide, mentor, and train team members to build their capabilities and improve performance.- Actively participate and contribute to continuous improvement projects.- Identify opportunities to improve team productivity and deliver a profitable ROI.- Regularly monitor attrition red flags and ensure they are within defined thresholds.- Ensure adherence to organization policies by yourself and the team.Qualification Required:- GraduationAdditional Company Details:Matrimony.com Ltd is the largest and most trusted matrimony brand with around 4500 associates. The brand offers matchmaking and marriage services through websites, mobile sites, and mobile apps, with flagship products such as Bharat Matrimony, Community Matrimony, Assisted services, and Elite Matrimony. The company has a pan-India presence with 7 regional offices and 145 company-owned retail outlets. Matrimony.com has been recognized with awards for gender sensitivity and aims to build a billion-dollar revenue company with a legacy for future generations.

Keyskills :
TEAM LEADERSHIPCOACHINGSALESATTRITION CONTROLPERFORMANCE ANALYSISLEADERSHIP