Team Leader

Role and Responsibility of Team Leader-Tele Calling

Reporting to the Dy.Head PFR and working as an integral part of the fundraising team, the Team Leader-Tele Calling role encompasses multiple duties, disciplines and responsibilities which will optimise the Call Centre performance.

The Team Leader-Tele Calling is responsible for the daily running and management of the Call Centre, through the effective use of resources, resource planning, problem solving and decision making techniques. The Call Centre Manager will be responsible for meeting all agreed Call Centre targets.

Team Leader-Tele Calling is responsible for delivering high standards of service to the organisation by making the most effective and efficient use of Tele-Calling and technology resources. They use a range of measurements to monitor, analyse and plan improvements to call-centre performance. To meet these responsibilities, the Team Leader-Tele Calling must be a combination of expert service provider, coach, trainer, mentor, motivator, and manager.

• Team Leader-Tele Calling is responsible for ensuring that Tele-calling Staff have the knowledge and skills to answer donor’s questions, requests for support or problems quickly and effectively. The Team Leader-Tele Calling has additional responsibility for meeting sales and profitability targets.
• The performance of individual callers is essential to the success of a call centre. Team Leader-Tele Calling is responsible for recruiting, training, managing, and monitoring callers so that they have the skills and knowledge to meet the targets and fundraising objectives.
• Training programs must ensure that Callers have good knowledge about leprosy and services of the organisation, most importantly customer handling skills.
• Team Leader-Tele Calling uses various metrics to assess Callers performance.
• The Team Leader-Tele Calling is responsible for using the resources efficiently and cost-effectively. By analysing records of incoming calls / outgoing calls, Team Leader-Tele Calling can identify how much actual calls were made.
• Team Leader-Tele Calling is responsible for checking and monitoring the reports on various aspects of call-centre performance to other members of the management team.
• Team Leader-Tele Calling must ensure that all members understand the team’s objectives and work together to achieve it. Constant monitoring by the Team Leader-Tele Calling helps to ensure that everyone is working towards the same goal.
• Team Leader-Tele Calling may use certain principles to manage the team. One such is the SMART principle. Team members receive training to ensure their goals are specific, measurable, achievable, realistic, and timely.
• Team Leader-Tele Calling will foster a cohesive, creative, and comfortable working environment, mediating any interpersonal issues within the team. They provide leadership and direction where necessary.
• Team Leader-Tele Callings provide effective and timely feedback to the management.
• Team Leader-Tele Calling is responsible for setting and meeting performance targets for speed, efficiency, sales, and quality.
• Team Leader-Tele Calling is responsible managing the daily running of the call centre.
• Team Leader-Tele Calling is responsible in liaising with Dy. Leaders, and donors to gather information and resolve issues.
• Team Leader-Tele Calling is responsible in coordinating staff recruitment, including writing vacancy advertisements and liaising with HR manpower agencies.
• Team Leader-Tele Calling is responsible in reviewing the performance of staff, identifying training needs and planning training sessions.
• Team Leader-Tele Calling is responsible in handling the most complex customer complaints or enquiries.
• Team Leader-Tele Calling is responsible in organizing staffing and the number of staff required to meet demand.
• Team Leader-Tele Calling is responsible to coach, motivate, and retain staff and coordinating bonus, reward, and incentive schemes.
• Team Leader-Tele Calling is responsible for forecasting and analysing data against budget figures on a Day-to-day basis /weekly and/or monthly basis.
• Team Leader-Tele Calling is responsible for improving performance by raising efficiency through planed training modules.
• Team Leader-Tele Calling is also expected to make calls and if required go to the field for F2F to understand the process and to raise funds for the organisation.
• Team Leader-Tele Calling is responsible for provide information on day-to-day basis to the top management with regard to meeting the day to day targets, staffing and other issues.
• Team Leader-Tele Calling is responsible to make sure only scrubbed data are used to make cold calls.
• Team Leader-Tele Calling is responsible to make sure that all the Tele-calling staff respect the dress code and wear ID cards during working hours.
• Team Leader-Tele Calling is responsible to make sure that all the field executives wear helmet while driving two-wheeler on duty.
• Team Leader-Tele Calling is responsible to make sure that all assets are properly maintained and are in good working condition.
• Team Leader-Tele Calling is responsible to make sure that the office is kept neat and clean.
• Team Leader-Tele Calling is responsible to collect information about urgent requirement of the organisation (RCS, Ulcer care profile).
• Team Leader-Tele Calling is responsible to make sure that correct MIS report is given to the accounts department for checking and their after to donor relation officer to send timely receipts.
• Team Leader-Tele Calling will be responsible to make sure that Tele-calling targets are met on daily basis.
• Team Leader-Tele Calling motivate and encourage callers through positive communication and feedback
• Meet at least once each week with Team Leader and Dy. Team Leaders to review the following topics:
• Review the past week's events, including statistics, results and targets.
• Disseminate new target information.
• Introduce new staff members.
• Communicate organisation information.
• Answer questions and comments.
• Provide targets to be achieved with a glimpse of future weeks.
• Perform at least one monitoring evaluation once in 5 working days
• Use a formal monitoring checklist.
• Record the best performer of the week.
• Record the list of staff that needs to be motivated to perform better.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Ensure administrative bookkeeping is accurate.
• Create and maintain files on each Tele-calling staff as they relate to attendance, production, and reviews.
• Present to the top management at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.
• Present to the Project Manager at end of each week a breakdown of the next week's monitoring assignments and a plan for the team.
• At the end of each working day, take three minutes to log into the "daily notebook" any feedback, analysis or reflections from that day's interaction with the Team Leaders.
• Develop training documents that support call centre operations.
• Develop contests, awards and themes that increase staff loyalty and focus.
• Monitor absenteeism levels and work with Team Leaders on attendance management initiatives.
• The Team Leader-Tele Calling will meet regularly with Team Leaders and senior members of staff to discuss new developments, issues arising and any relevant team matters.