Job Description
- Lead, mentor, and supervise Customer Engagement Associates to ensure consistent performance and achievement of team goals.
- Monitor daily calling activities, follow-ups, and lead conversion efforts of team members.
- Coordinate with the sales and operations teams to ensure smooth customer engagement and lead management processes.
- Guide associates in handling customer inquiries, objections, and escalations effectively.
- Track team performance metrics and provide regular feedback, coaching, and support to improve productivity.
- Ensure proper utilization of CRM systems, including accurate lead tracking and reporting.
- Conduct regular team meetings, training sessions, and performance reviews.
- Prepare reports on team performance, sales activities, and customer engagement outcomes for management review.
- Work closely with management to achieve monthly and quarterly business objectives.
- Develop and implement strategies to improve customer engagement, lead conversion, and retention rates.
Skills Required
- Strong leadership and team management skills.
- Excellent communication, listening, and interpersonal skills.
- Ability to motivate, coach, and guide team members.
- Strong problem-solving and conflict-resolution abilities.
- Familiarity with CRM software and performance tracking tools.
- Good organizational and coordination skills.
- Ability to work in a target-driven environment and drive team performance.
- Strong reporting and analytical skills.
Qualifications
- Graduate degree preferred.
- 2-5 years of experience in customer engagement, telemarketing, telesales, business development, or related roles.
- Prior experience in team handling, coordination, or leadership roles will be preferred.
- Experience in the education, training, or career services industry is an added advantage.
- Proficiency in English and Malayalam.
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
