Job overview

The role is responsible for managing the outbound lead calling function to support sales pipeline growth. This includes leading a team of calling agents, executing outbound campaigns, and driving performance through effective use of CRM tools and data insights. The ideal candidate will have experience in telesales operations, outbound strategy, and team leadership, with a robust focus on results and compliance.

Role & responsibilities
Lead, coach, and manage the outbound calling team to achieve defined performance metrics (e.g., call volume, lead qualification, conversion rates)
Monitor daily operations and address escalations to ensure smooth and effective contact centre functioning
Develop and implement training programs to enhance agent skills and performance
Plan and execute outbound lead calling campaigns in coordination with Sales and Marketing teams
Define KPIs and evaluate campaign effectiveness using CRM tools and performance dashboards
Analyze campaign trends and recommend improvements to optimize outreach strategies and return on investment
Establish and refine best practices for outbound call workflows,



call scripts, lead qualification criteria, and follow-up mechanisms
Identify and implement process improvements to reduce lead drop-offs and increase customer engagement
Manage CRM and dialer tools (e.g., Salesforce, Talisma) to maximize agent productivity and reporting accuracy
Ensure compliance with all relevant data privacy and telemarketing regulations, including DNC, GDPR, and TCPA

Preferred candidate profile
Expertise in outbound calling strategies
Proven leadership and team management capabilities
Proficient in CRM systems and outbound calling tools.
Robust understanding of lead qualification and conversion processes
Competence in performance tracking and KPI reporting
Experience in process optimization and workflow enhancement
Knowledge of regulatory compliance in telemarketing (e.g., DNC, GDPR, TCPA)
Excellent verbal and written communication skills
Analytical and data-driven decision-making abilities
Results-oriented and goal-focused approach

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