Team Coach

Crisil; Mumbai; On-site; INR 450,000 - 750,000; Full time

Job summary

CRISIL is seeking a Team Coach to lead the tele calling team, ensuring targets are met and coordinating with stakeholders to understand requirements. The role emphasizes coaching, performance tracking, and high-value account handling to drive collections and revenue.

The incumbent will collaborate with internal teams and external stakeholders to refine processes, improve customer experience, and implement effective strategies for ongoing success.

Qualifications

• Excellent communication skills.
• Stakeholder management expertise.
• Proven track record in outbound tele calling collections or sales.

Responsibilities

• Stakeholder Management: build and maintain strong relationships with internal and external stakeholders.
• Team Management: coach and develop a team of tele calling agents to achieve targets and improve performance.
• Performance Monitoring: analyze team metrics such as call quality, conversion rates, and customer satisfaction to identify improvements.
• Communication: provide clear, regular feedback to stakeholders and management on team progress and areas for improvement.
• Handling High Value Accounts: manage high value cases as per stakeholder requirements for collections and revenue generation.
• Strategy and Planning: develop and implement plans to hit targets, improve processes, and enhance customer experience.

Skills

Communication skills

Stakeholder management

Outbound telecalling

Job description

Team Coach for managing tele calling team to achieve exceptional results and coordinating with stakeholders to understand requirements.

Requirement - Excellent communication skills, stakeholder management expertise, and a proven track record of success in outbound tele calling collections or sales

Key Responsibilities:

Stakeholder Management: Build and maintain strong relationships with internal stakeholders and external stakeholders.

Team Management: Coach and develop a team of tele calling agents to achieve their targets and improve overall team performance.

Performance Monitoring: Monitor and analyze team performance metrics, including call quality, conversion rates, and customer satisfaction, to identify areas for improvement and implement corrective actions.

Communication: Provide clear, concise, and regular feedback to stakeholder, and management on team performance, progress, and areas for improvement.

Handling High Value Accounts - Handling high value cases as per stakeholders requirement (Analytical and BD teams) for collections and generating revenue.

Strategy and Planning: Develop and implement effective plans and strategies to achieve team targets, improve processes, and enhance customer experience.