Vianet Communication Ltd. Vacancy for Sales and Billing Team Lead

Skills and Knowledge:

Strong sales ability, business acumen, and commercial awareness.
• Leadership: Sales Team leaders are in charge of agents whom they would be expected to
direct and control. Therefore, they must have excellent leadership skills and abilities.
• Motivation: People work harder when they receive the right amount of motivation so team
leaders would be expected to know how to devise effective motivational techniques to
improve the performance of their teammates.
• Coaching and Mentoring: Team leaders are also expected to be great tutors and excellent
mentors to their team members.
• Hardworking: to be able to encourage their team members to work harder, they must be
hard workers themselves.
• Goal Setting and Achievement: the team leader would also be in charge of setting goals
for others to achieve and therefore, he must be an achiever too
• Multitasking: leaders managing customer service and support must be able to handle
multiple tasks at the same time without errors and mistakes.

Interpersonal Skills

• Able to build effective working relationships with a variety of people at all levels

• Conflict resolution skills

• Tactful and diplomatic

• Creative/solution focussed

• Customer focussed

Job Duties & Responsibilities:

Department : Customer Service and Support

Shift: 11am – 7pm

Reports To: Sales and Billing Supervisor

Key Relationships/Liaison with: HOD
CSSD AM
CSSD Unit Supervisors

Monitor operations to ensure adherence to service level standards and
company/department policies and procedures
• Measure agents’ performance KPIs and work on effective Intervention with agents.
• Conduct regular review of all the agents 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.
• Train new call center agents.
• Meet with 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 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.

Special Factors:

• The nature of the work may involve the jobholder carrying out work outside of normal
  working hours.

• Duties and responsibilities may vary from time to time without changing the general
  character of the duties or the level of responsibility entailed