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Night Shift Team Lead

Responsibilities:

  • Provide a high standard of customer service (questioning, probing and building rapport with your customer)
  • Receive large amounts of inbound and outbound calls
  • Follow communication (script) when handling different customers
  • Ensure effective follow-up of all lead calls
  • Convert inbound and outbound leads into opportunities for the network
  • Manage multiple calendars – Google and youcanbookme
  • Accurately record lead details into the companies system
  • Document all call information to standard operating procedures
  • Provide daily supervision and leadership to employees in order to ensure customer calls are answered in a timely, efficient and knowledgeable manner
  • Monitor performance and report metrics
  • Perform closing procedures

 

Role Requirements:

  • Must have a genuine passion for speaking to customers
  • Be a clear communicator with excellent verbal and written communication skills
  • Demonstrate strong influencing and closing skills
  • Ensure the best customer care experience is given to all customers
  • Lead team in achieving KPI’s
  • Strong attention to detail
  • Must be resilient with the ability to deal with unexpected situations
  • Be passionate about being the best you can be with the desire to achieve targets
  • Flexibility and ability to adapt quickly to changing priorities while always maintaining quality
  • Strong technical aptitude with solid computer skills
  • One year supervisory experience
  • Must be willing to work shifts: Monday to Friday 6pm12am 
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