Research and Lead Generation, Account Management, Salesforce Admin

Manages a team of 15-25 team members. Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis. Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle. Handles escalation calls from CSR's as, exercising discernment on whether or not individuals are capable of handling complex customer calls. Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program. Brainstorms with fellow Team Leaders and the Operations Manager to discuss various issues / problems faced by their respective teams. Analyzes and determines what affects agent / team performance, establishes solutions, designs new incentive programs, and improves working conditions based on findings. Prepares and submits reports on team performance to the Operations Manager. Ensures that all team members are aware of policy and procedural updates by coordinating for / facilitating recurrent training of agents. Manages the queue and controls abandoned calls by utilizing available equipment and resources.

Provide New Hire and Recurrent Training both off-shore and on-shoreCoordinate Training DeliveryTraining the TrainersEnforcing Account Policies and ProceduresAnalyze Trainer Performance and ReportingContent and Material Development

Audit Sales Team members calls, identify areas of opportunities, and provides necessary coaching for development and improvement in their sales performance.Serves as a middleman from the clients/product managers and the team members by providing updates whether pricing or process change.

Started as an agent for a market research account - data gathering. Account evolved into a Sales account - selling telco products to small business customers.