local / tagalog - tele sales RepresentativePioneer Hollard Inc

JOB RESPONSIBILITIES:
• Ensure that the team members clearly understand and therefore meet (at minimum) or exceed requirements / expectations.
• Foster a high-performance culture within the team
• Identify and manage team and individual performance to ensure consistent performance outputs that meet or exceed the defined targets as reflected in the Agents' Individual Performance Contract.
• Identify and report on any significant performance issues and implement a plan to resolve to maintain the team efficiency.
• Coach and mentor agents as part of their personal and career development, and provide regular and timely feedback to agents on performance.
• Develop and implement a Performance Improvement Plan for agents with performance-related issues (non-performers), and counsel out when deemed necessary
• Develop and build relationships with the Agents, Call Centre Manager and other Supervisor(s) in a manner that is conducive to a high performance, sales culture and collaborative work environment.
• Ensure that the team has the operational infrastructure (e.g. technical equipment, software, stationery, furniture) and human resources required to operate efficiently.
• Prepare Agents for an ever-changing environment within the contact centre and ensure complacency and a sense of entitlement does not set in
• Manage resource capacity and recruit Agents as required to address campaign demand
• On a weekly basis, listen to a random selection of calls and provide Agents with on-the-job coaching, mentoring to address skills and knowledge gaps and to plan for future development needs.
• Hold daily/ weekly / monthly meetings with individual Agents and the team to discuss performance and document these sessions.
• Assist Agents with escalated client queries to ensure these are resolved effectively.
• Actively monitor QA scores for Agents and initiate interventions (coaching, training, group call evaluations) to address under-performance.
• Apply business rules and processes as defined in operational protocols.
• Develop a staff roster and schedule for structured breaks, lunches and late shifts
• Report issues with facilities (e.g. equipment, desks, chairs) and technology (desktop, network, telephony and business applications) to support environments, follow-up to ensure resolution, and record down times.
• Extract hourly, daily and monthly reports for internal operational measurements, such as individual call statistics, log on/off times and active times.
• Conduct trend and exception analysis of hourly, daily, weekly and monthly performance data.
JOB REQUIREMENTS:
• Telesales experience preferred but not required
• Persistent
• With good communication skills
• Persuasive
• Target-oriented
• Fluent in English and Filipino
Summary of role requirements:
Looking for candidates available to work on weekdays
1 year of relevant work experience required for this role
Working rights required for this role