Job Description
Key Responsibilities
- Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals.
- Provide guidance, coaching, and support to ensure individual and team success.
- Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
- Establish clear performance expectations and key performance indicators (KPIs) for team members.
- Monitor and evaluate individual and team performance against set targets.
- Conduct regular performance reviews, provide constructive feedback, and address performance issues promptly.
- Ensure a high standard of customer care in all interactions, whether inbound, outbound, sales, or retention.
- Implement strategies to enhance customer satisfaction, loyalty, and retention.
- Address customer concerns and escalations in a timely and effective manner.
- Collaborate with the sales and retention tea...