Telesales Supervisor - Spare Parts

• Develop and achieve customer support objectives by contributing to strategic plans, resolving problems, identifying customer trends, audit compliance, and implementing the required change

• Manage end-to-end Telesales operations including inbound and outbound calls, emails, WhatsApp and other sources of leads.

• Liaise with cross-functional team (Part Advisors, Counter Supervisors, Regional Manager etc.) for sales support, leads and customer concerns • Monitor Key Performance Indicator (KPIs) regularly to achieve the financial and non-financial targets/commitments.

• Handle customer queries, complaints, and conflicts effectively and help team-members with challenging customer issues.

• Identify requirements of team, train, develop & motivate them through feedbacks and communications and make them to respond customer professionally and efficiently.

• Set goals for team and evaluates individual performance reviews and overall team effectiveness with reporting manager

• Support in staff recruitment, identify their training needs and plan training session.

• Develop and enhance the business process for section and ensure the entire operation is fully compliance to company standards.

• Study and evaluate data to improve processes, ensure all resources are properly allocated, and maximize efficiency and customer satisfaction

• Prepare reports and analyze data to assist management in determining customer support center performance and goals

• Perform other responsibilities as and when required for the business and operation.

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