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