Sales Team Lead
4 weeks ago
Job Overview:
We are seeking a highly skilled Sales Team Lead to oversee our live chat team. The ideal candidate will be responsible for managing a team of live chat agents, ensuring exceptional customer service that drives increased retention rates and customer satisfaction. This role requires a leader who can identify and maximize sales opportunities, ensure seamless customer bookings, and leverage data and analytics to drive performance.
Key Responsibilities:
- Team Leadership & Development:
- Lead, mentor, and manage a team of live chat sales agents, fostering a culture of engagement, collaboration, and high performance.
- Conduct regular one-on-one meetings, performance evaluations, and goal-setting sessions with team members to support their growth and success.
- Sales Strategy & Execution:
- Develop and implement strategies to increase customer retention rates through world-class customer service and personalized interactions.
- Ensure the live chat team never misses a customer booking by maintaining high levels of responsiveness and efficiency.
- Monitor and analyze live chat interactions to identify and capitalize on sales opportunities, driving revenue growth.
- Data-Driven Decision Making:
- Use data and analytics to track sales performance, customer interactions, and agent productivity.
- Provide regular reports to senior management, offering insights and actionable recommendations based on data analysis.
- Quality Assurance & Compliance:
- Oversee the quality assurance process within the live chat team, ensuring all interactions meet company standards and regulatory requirements.
- Conduct regular reviews of chat transcripts and outbound call logs to ensure compliance and address any issues promptly.
- Recruitment & Team Building:
- Lead the recruitment process to attract and hire the right advisors who align with the company's values and objectives.
- Ensure that new hires receive comprehensive training and onboarding to set them up for success in their roles.
- Process Improvement:
- Identify and implement process improvements to enhance the efficiency and effectiveness of the live chat team.
- Ensure all team members are trained on best practices and tools for live chat sales, customer service, and outbound dialing.
- Cross-functional Collaboration:
- Collaborate with other departments, such as customer service, marketing, and product teams, to ensure a seamless and positive customer experience.
- Participate in cross-functional meetings to align live chat strategies with overall business goals and initiatives.
Requirements:
- Experience in sales management, with exposure to a supervisory or management role.
- Strong experience in live chat and outbound dialing for sales and customer service.
- Proven ability to recruit, manage, and develop a high-performing sales team.
- Excellent communication, interpersonal, and leadership skills.
- Data-driven with strong analytical skills, able to interpret metrics and make informed decisions.
- Experience with quality assurance processes and compliance management.
- Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
If you are a data-driven, customer-focused sales professional with a passion for leading teams and driving business success, we encourage you to apply for this exciting opportunity to lead our live chat team and enhance our customer experience.
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