Lead Manager - Sales

1. Effective Leads Engagement and influence, drive growth in conversion rates

2. Monitor lead gen campaigns across & highlight significant changes if any

3. Track, report, drive improvement with connect & conversion rates

4. Productivity and SLA Management

5. Coordinate with relevant stakeholders in executing the employee incentive schemes across the lead engagement channels

6. Identify & implement most effective lead close looping process with stores/relevant stakeholders

7. Training Need Analysis: Work with team members to improve customer connect constantly.

8. QC: Manage Audit Governance, Close loop on TNA, Facilitate training on skills and competencies

9. Program Manage lead gen campaigns by analysing and sharing inputs on campaign performance

10. Conduct interviews to support selection of candidates with relevant skills

11. Mentor and develop staff using a supportive and collaborative approach

12. Digital Automation and innovation wrt lead Engagement

13. Actively uses and contributes to a growing knowledge base and improve the effectiveness of the information available to the team as well as customers

14. Identifies gaps in documents, training material, and knowledge base content for call center representatives and internal contributors

15. Manages customer expectations through to successful completion of issues- including timely and consistent updates

16. Makes recommendations, as needed, to management on the suggested internal process or procedure modifications to provide elevating customer experience

17. Conduct situational analysis, gathers information

18. Establish priorities and communicate rationale and timeframe clearly to customers

19. Demonstrates empathy

20. Continuous Process improvement to improve customer experience and simplify work

21. Aligns with cross-functional teams to ensure processes and projects are on track

22. Overcome constraints to meet established deadlines

23. Document SOP wrt change in process

24. Build governance to ensure sustenance of process change adoption