We are seeking a proactive and results-driven Team Coordinator to lead a team of Customer Service Executives responsible for both telesales and customer issue resolution. The ideal candidate will ensure team excellence through performance monitoring, hands-on coaching, and efficient problem-solving. This role demands strong leadership, communication, and analytical skills to deliver outstanding customer experiences while meeting sales and service goals.

Key Responsibilities

Team Leadership & Performance Management

• Supervise, guide, and motivate a team of Customer Service Executives.
• Monitor daily operations to ensure adherence to scripts, service standards, and sales processes.
• Set and track performance goals (sales and service KPIs).
• Manage shift schedules and workforce planning to ensure optimal coverage.

Customer Service & Escalation Handling

• Serve as the first escalation point for complex or unresolved customer issues.
• Coach the team on handling challenging interactions with professionalism and empathy.
• Promote a customer-centric culture focused on quick and effective resolution.

Sales & Revenue Growth

• Drive team performance to meet telesales and conversion targets.
• Assist team members during critical or complex sales conversations.
• Share actionable customer feedback with management to refine products and services.

Reporting & Continuous Improvement

• Track and analyze team performance metrics, including sales, customer satisfaction, and call handling.
• Prepare and present daily, weekly, and monthly performance reports.
• Identify and implement process improvements to enhance team efficiency.
• Ensure accurate CRM documentation and data management.

Qualifications & Skills:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 2–5 years of experience in customer service or telesales, including 1–2 years in a supervisory or sub team lead role.
• Strong leadership, coaching, and motivational capabilities.
• Excellent communication, negotiation, and conflict resolution skills.
• Demonstrated success in achieving sales and service targets.
• Proficiency in CRM tools and MS Office applications.
• Ability to perform effectively in a fast-paced, target-oriented environment.

Benefits:

• KPI incentives for achieving targets
• Career growth and training opportunities.
• Supportive and dynamic work environment.