Contact Center Cold Calling Team leader

ICAP Contact Center is a member of ICAP OUTSOURCING SOLUTIONS, the leading business to business services provider in Greece with more than 55 years of successful operation. Its high-level customer care knowledge is incorporated to the ICAP Contact Center’s procedures and methodology and is offered in a value-added format to ICAP Contact Center’s customers.

ICAP Contact Center is dedicated in providing high level contact center services as an outsourcing services provider to the largest organizations in Greece, having established successful long-term cooperations through achieving its customers’ goals and preserving win-to-win relationships.

We are looking for an experienced call center Team leader to organize and oversee the call center  team. As a call center Team leader, we expect you to be customer-centric and have experience in supervising others and motivating them to achieve business goals.

Team Leader for Cold Calling is responsible for managing a team of agents tasked with contacting potential clients through cold calls. The primary goal is to ensure the achievement of set sales targets, maintain communication quality, and continuously develop the team.

Requirements:

• Supervises the team to ensure the execution of targets
• Monitors the calls across the organization, as well as assists and advises the  team personnel regarding all escalations, requests for assistance and in other situations that may require additional guidance or expertise
• Develop and automate end-to-end CRM strategies focused on sales 
• Answers staff questions, provides guidance and feedback to team members
• Daily measurement of the teams performance with the appropriate KPIs
• Achieve monthly targets in terms of renewal rates and other productivity metrics in maximizing revenue, minimizing backlog
• Work as consultant to drive business growth with product development, strategy and management
• Keeps senior management informed about recurring issues or problems
• Performs other duties as assigned and modified at manager’s discretion
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Qualifications

• Previous experience of Supervising at least 3 years in a call center regarding outbound and sales
• Holding a bachelor’s degree or University degree
• Outstanding communication, interpersonal and leadership skills
• Strong ability to motivate a team
• A customer-oriented and problem-solver mindset
• Excellent organizational and time-management skills
• Proficient in English
• Exceptional knowledge of MS Office

We offer:

• Competitive salary
• Monthly bonus scheme
• Innovation-driven working environment
• Opportunity to work and develop in a fast-growing multi-national organization

All information received will be treated with strict confidentiality