Oversees, plans, develops and executes strategies to achieve company’s objectives and ensures delivery of superior customer experience, optimizing costs and maintaining budget.
Develops, implements, manages and oversees all activities and initiatives related to the call center and promoters.
Provides strong, dynamic leadership that motivates, mentors, develops, inspires and guides team members to efficiently leverage the value of every call to maximize appointment creation and conversion rates and closures.
Initiates, designs and implements process improvement initiatives and analysis to increase the efficiency and productivity.
Develops and manages call scripts to be used while appointment creation and client qualification.
Generates and reviews reports to monitor key metrics. Regularly report KPI’s to senior management and suggests alternative procedures to optimize call center/Telesales operations.
Delivers results against a defined scope of work that includes measurable KPIs, strategic innovation, performance reporting, and human capital development.
Develops and maintains effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
Develops, implements and continuously improves omni-channel customer engagement solutions through actionable insights.
Provides leadership support and consistent performance feedback.
Partners with Sales and Marketing departments to ensure alignment with promotional campaigns and sales processes.
Partners with Marketing, Sales, Operations and IT departments to establish and execute any related CRM platform implementation.
Ensures that call center staff are disciplined in using and updating the CRM when actioning a lead.
Performs data cleansing and filtering activities to provided clients databases and distributes database leads among subordinates.
Re-assigns leads to subordinates based on urgency, clients’ profiles and clients’ preferences.
Assigns meetings to top DOS closer.
Fosters a healthy positive work environment for superior client service and employee morale.