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Customer Experience Leader

1 semana atrás

Lisboa, Lisboa, Portugal TN Portugal Tempo inteiro

About the Job

We're seeking a talented and committed individual to play a critical role in managing our growth as a Marketing team in the Portuguese division. As a Call Center Supervisor, you will support the business in improving lead conversion from multiple sources and identify new opportunities to accelerate business within its competencies.

Responsibilities

  • Develop and implement strategies to improve lead conversion and accelerate business growth.
  • Manage local call centers (outsourced) to ensure effective operations and high-quality customer experiences.
  • Monitor and analyze key performance indicators (KPIs) to optimize internal processes and improve results.
  • Collaborate with the call center provider to develop and implement effective sales strategies and tactics.
  • Design and implement incentives to motivate sales teams and drive performance.
  • Ensure the roll-out and maximization of customer contact strategies to achieve business objectives.
  • Configure and manage dialing rules, scripting, campaigns, priority, and scripting to optimize sales performance.
  • Develop and implement actions to increase efficiency and productivity, reducing idle time for Inbound and Outbound activities.
  • Define priorities and work with the call center provider to set up best-in-class dialer systems.
  • Livemanage campaigns, ensuring effective prioritization and filtering.

Main KPIs

  • Penetration Rate & Contact Rate: Calls/hour; % delivered on attempted; % useful contacts on delivered; % appointments on useful contacts.
  • Appointment Rate & Conversion Rate: Appointments/hour; % Sales conversion on total booked appointments.

Your Profile

  • Strong business acumen and analytical skills to support data-driven decision-making.
  • Excellent customer experience management expertise to ensure high-quality interactions.
  • Marketing performance knowledge to develop and implement effective sales strategies.
  • Pricing and promotion expertise (nice to have) to support sales growth.

Education & Experience

  • Minimum 4 years of relevant experience in a similar position.
  • Strong English language skills are a mandatory requirement.
  • Solid digital experience is a valuable asset.