Contact Center Performance Manager

The Unit Manager - Virtual Sales is responsible for leading and managing a team of sales to achieve sales targets, drive revenue growth, and ensure excellent customer service. This role involves strategizing, monitoring performance, coaching the team, and ensuring alignment with the organization’s sales goals.

Principal Accountabilities

• To manage the operations of Contact Center Unit
• To control shrinkage and attrition of sales team
• Team Lead needs to monitor calls and provide regular coaching and mentoring to sales associates and track low performers in team.
• Need to ensure CMS reports related to team staffing, AHT etc are maintained.
• Track AUX adherence and ensure discipline is maintained within the team.
• Drive sales and ensure achieving the same Month on Month.
• Identifying training requirements within the team and getting the training conducted
• To work on overall team development