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data analysis retention leadership kpis telesales📋 Description
- Lead high-performing teams across voice and non-voice channels (chat, email, social).
- Coach agents to excel, monitor KPIs (conversion rates, QA scores, CRM accuracy).
- Manage performance with regular feedback sessions; partner with People Team on underperformance.
- Drive retention campaigns by overseeing lead qualification and conversion improvements.
- Ensure quality and compliance across channels; oversee onboarding and training, SLAs, QA standards.
- Analyze data to identify trends and drive data-driven improvements.
🎯 Requirements
- 3-5 years supervisory experience in telesales or call center operations.
- At least 2 years managing both voice and non-voice channels.
- Proven track record in performance management and coaching.
- Strong analytical and problem-solving skills.
- Excellent interpersonal and communication skills.
🎁 Benefits
- Diverse development programs, coaching partnerships, and on-the-job training.
- Family-friendly policies, wellbeing focus, and flexible work arrangements.
- Equal opportunity employer committed to diversity and inclusion.
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