Sales Development Rep

• Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner.
• Provides continual evaluation of process and procedures.
• Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback and coaching daily to each team member.
• Be always available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Ensure to write and administer performance reviews for skills improvement.
• Manage nesting agents to ensure proper performance before moving to the operations floor.
• Incorporate performance intervention to accelerate learning.
• Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and metrics.
• Assist Operations Manager to resolve customer complaints and issues
• Handling employee related issues and monitoring transaction
• Monitor Team performance in terms of e.g. NPS, CSAT, FCR, Adherence, and Attrition etc.
• Ensure that employees adhere to the company's policies, procedures, guidelines, rules and work.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary

SDR Team Leader

Sales Development Representative, LATAM