Call Center Team Leader

Job Description:
Duties and Responsibilities: Handling of Sales Calls Spearheads the telemarketing function of the Call Center Section in accepting and handling all calls and inquiries and converting them into actual consultations. Ensures the proper bookings of prospective clients and coordinates the client’s preferred location with the Customer Care Administrative Associate. Follows up prospective clients with no bookings and booked clients who failed to show up for consultation. Responsible for accepting and handling calls and inquiries as part of the Call Center team. Handles bookings of prospective clients and immediately coordinates and confirms clients’ preferred locations. Informs the Customer Care Administrative Associate of such details. Follows up prospective clients with no bookings or for booked clients who failed to show up for a consultation. Administrative Functions Monitors the performance of Customer Care Specialists and endorses their concerns to the Call Center Supervisor and Division Head for Operations. Informs the Customer Care Specialists about the following: systems updates, new policies, and procedures, upcoming promos, discounts and advertisements, treatment machine schedules, schedules of Consultants, Dermatologists and Doctors. Manages the timekeeping and scheduling of all Customer Care Specialists including shifting, leaves, change in work schedules, overtime, etc. Ensures that there are enough Customer Care Specialists to accommodate the influx of calls during working hours. Prepares weekly report updates for submission to Management. Coordinates with IT Department to ensure that all calls are taped during off-hours or holidays. Coordinates with the Operations Officers in-charge of the account regarding problems encountered. Responsible for completing and submitting the weekly reports needed to assess the efficiency of the call center. Closely coordinates with the Group Marketing Manager to determine impact/success ratio of advertisements released based on the number of inquiries received. Minimum Qualifications:
Strong analytical and planning skills; Good communication and presentation skills; Excellent problem-solving skills; With at least four (4) year work experience in telemarketing and/or customer service, Computer literate and should have excellent communication skills, Can communicate across all levels in the organization, Strong leadership skills, With a pleasant voice and a pleasing personality.