Telesales Team Leader

How You Will Do It:

Team Leadership & Performance
- Lead, coach, and motivate a team of telesales agents to achieve retention and upgrade targets.
- Monitor team KPIs including call quality, conversion rates, and customer satisfaction scores.
- Conduct regular performance reviews and provide actionable feedback and development plans.
Customer Retention Strategy
- Design and implement proactive retention campaigns targeting at-risk customers.
- Develop negotiation frameworks to retain customers without relying on premium reductions.
- Collaborate with marketing and product teams to align messaging and offers with customer needs.
Upgrade & Value Campaigns
- Launch targeted upgrade campaigns that highlight enhanced features and benefits.
- Train the team to articulate the value proposition of home security systems effectively.
- Use customer data and insights to personalize upgrade offers and retention strategies.
Operational Excellence
- Ensure compliance with regulatory standards and internal policies.
- Maintain accurate records of customer interactions and outcomes in CRM systems.
- Continuously improve call scripts, objection handling techniques, and customer engagement strategies.
Cross-Functional Collaboration
- Work closely with Customer Service, Technical Support, and Field Sales to ensure a seamless customer experience.
- Provide feedback to product and service teams based on customer insights and objections.

What We Look For:

Proven experience in telesales or customer retention leadership, ideally in home security or subscription-based services.
Strong negotiation and communication skills.
Ability to analyze data and translate insights into actionable strategies.
Experience with CRM systems and telesales performance tools.
Passion for customer advocacy and team development.

Key Metrics:

Telesales Team Leader - Resales/loyalty