Head of Sales Performance
6 days ago
We are seeking a seasoned Strategic Contact Center Lead to drive business growth, operational efficiency, and workforce excellence in our U.S.-based claims qualification and legal services contact center. As a senior leader, you will oversee sales performance, quality assurance, training, agent development, and business KPIs to ensure sustainable growth and operational excellence.
The key areas of focus include:
- Contact Center Operations & Strategy Execution: Develop and implement strategic plans to drive business growth, operational efficiency, and workforce excellence in the contact center.
- Sales Enablement & Lead Optimization: Train agents on U.S. sales methodologies, cultural nuances, and objection handling to improve Downsell qualification rates (>90%).
- Quality Assurance & Compliance: Implement AI-driven and human-led QA programs to monitor call effectiveness and sales quality.
- Training & Workforce Development: Design and execute voice & accent, sales, and claims qualification training programs to uplift underperforming agents.
- Data-Driven Operations & Performance Monitoring: Leverage BI tools (Tableau, Power BI, SQL) to track KPIs and performance trends and implement weekly performance reviews and KPI strategy meetings to identify improvement opportunities.
Key Qualifications:
10+ years of experience in Contact Center Operations, preferably in U.S. sales, legal services, or financial services processes. Strong expertise in sales optimization, lead conversion, and agent performance improvement.
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1 week ago
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