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Customer Engagement Specialist
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The ideal candidate for this role will possess excellent communication and leadership skills, with a proven ability to motivate and inspire a high-performing team. Strong analytical and problem-solving skills are also essential, as well as a keen eye for detail and a commitment to delivering exceptional results.
Responsibilities:- Sales Strategy Development
- Develop and implement sales policies, call scripts, and promotional strategies that enhance conversion rates and drive revenue.
- Establish clear KPIs and performance targets for the telesales team in alignment with company objectives.
- Analyze sales data to identify trends, issues, and opportunities for process improvement.
- Take a hands-on approach to coaching, mentoring, and supporting the team to consistently meet or exceed sales goals.
- Team Operations & Leadership
- Oversight of day-to-day team operations to optimize resource allocation, process efficiency, and quality service delivery.
- Ensure all communication, sales activity, and customer data are properly documented, updated, and tracked across relevant systems.
- Conduct regular call audits and quality checks to maintain high service standards and compliance.
- People Management & Development
- Regularly assess team performance, conduct 1-on-1 coaching, and implement training programs focused on sales closing, objection handling, and high-conversion techniques.
- Identify skill gaps and create individual development plans to support team growth.
- Handle escalated concerns and provide leadership in resolving complex inquiries.
- Lead staffing decisions including hiring, promotions, performance reviews, disciplinary actions, and team restructuring where needed.
- Foster a motivational culture that drives high engagement, retention, and accountability.
- Performance Analysis & Reporting
- Provide detailed performance reports and data-driven insights to inform strategic decisions.
- Use data to evaluate conversion funnels, call quality, sales strategies, and agent productivity.
- Suggest and implement improvements based on analytics, customer behavior, and market response.
