Vacancies at Solar Panda

The successful Team Leader will be responsible for managing and leading a team of telesales agents to achieve sales targets, with a focus on developing and executing sales strategies for the department. The Team Lead will oversee telesales outbound efforts, with particular emphasis on customer retention and conversion through phone selling. This role involves providing leadership, training, and support to telesales agents while continuously improving sales performance.

Key Duties and Responsibilities:

• Develop and implement effective sales strategies to achieve departmental sales targets.
• Deliver exceptional sales performance by identifying and meeting customer needs through selling of all Solar Panda products to customers by telephone.
• Analyze telesales performance data to identify trends and opportunities for improvement in processes, scripts, and workflows.
• Manage team’s participation in specific product campaigns by ensuring that the products are explained to customers over the phone.
• Drive the performance of all Telesales staff to ensure they achieve set targets.
• Maintain team’s sales performance statistics for management information usage.
• Build effective relationships with other department to ensure that non-sales staff refer customers to the Telesales Staff when they identify a particular product or service need.
• Develop the Telesales Representatives through coaching and training and identifying skills gaps.

Academic Qualification & Work Experience

• Bachelor’s degree or diploma in a business field.
• At least 4 years’ experience leading agents.

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The Customer Care Team Lead will oversee daily operations within the call center, ensuring seamless service delivery. This position involves leading and managing a team of Team Leaders, offering guidance, training, and support to Customer care agents. The successful candidate will drive operational excellence and continuous improvement within the Customer Care team, promoting a customer-focused culture and ensuring consistent, high-quality service.

Duties and Responsibilities

• Assist in Analyzing call center data/statistics and key metrics to improve processes, ensure resources are appropriately allocated, and maximize efficiency and customer satisfaction.
• Assist in ensuring KPIs are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Assist in creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
• Assist in ensuring adherence to policies and procedures
• Establish metrics and measure customer satisfaction at regular intervals.
• Establish metrics for measuring call center efficiency and service quality.
• Instill an attitude of excellence in the department, establishing Solar Panda as an industry leader in customer service.
• Develop clear service procedures, policies, and standards and train the Team leaders to adhere.
• Maintain customer records efficiently and organize the customer database for future reference.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Take ownership of customer issues and follow problems through to resolution.

Academic Qualification & Work Experience

• Bachelor’s degree in a business field.
• Minimum of 5 year’s experience in a supervisory position in Customer Care department
• Excellent analytical skills and attention to detail Personal Attributes
• Ability to understand and respond to customer/employee needs and complaints with compassion.
• Flexibility to adjust strategies based on evolving customer expectations and company policies.
• Keen attention to detail to ensure customer queries and complaints are resolved accurately.
• Excellence in team building and motivational skills.
• Excellence in planning and organizational skills.
• Good written and oral communication skills.
• A customer-centric attitude.