Responsible for optimizing the operator of the call center to maximize its conversion rate. It acts as a nexus between the Digital Marketing team and sales centers, to ensure the optimization of the end-to-end sales funnel.


  • Measuring the call center's sales funnel periodically, understanding major causes of losses

  • Identify opportunities for improvement; propose, implement, measure and refine initiatives to increase conversion.

  • Understand interrelationship between marketing campaigns and call center conversion; work with internal and external teams to implement initiatives that improve the efficiency and efficiency of the end-to-end sales process

  • Ensure balance between call center supply and demand; estimate future demand and adjust supply accordingly; understand supply adaptability

  • Measure the daily performance of the call center and react quickly to variations in performance

  • Provide call center operations details to the marketing team

  • Communicate call center improvements to the rest of the organization; inform the call center of campaign objectives and ensure their participation in the process


Key Skills-Knowledge of the process-Experience in offline sales channels-Knowledge of the digital sales funnelAgile Experience-Ideally he has experience in Agile Development and convenience to work on iterative processesIndividual Skills-Ability to align multidisciplinary groups behind common goals-Ability to take multiple tasks simultaneously and work with deadlines-Ability to interact with different levels of the organization-High degree of professionalism and attention to detail-Execution capacityMindset & Behaviors-Confidence, responsibility, action-oriented attitude, sense of urgency-Believe in a non-hierarchical culture of collaboration, transparency and trust across the team-Ability to work both individually and collaboratively as a team-Experimental mentality to promote innovation



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