The Customer Engagement & Leads Manager is a pivotal leadership role responsible for overseeing and optimizing customer care operations while managing inbound lead handling, qualification, and appointment setting. This position combines a focus on customer satisfaction and experience with strategic lead conversion efforts, contributing directly to the company’s growth and success. The role involves leading a team of customer-focused professionals, resolving escalated issues, improving processes, and ensuring the seamless integration of customer care and engagement strategies to support the sales pipeline.
ESSENTIAL JOB FUNCTIONS:
Leadership and Team Management:
Customer Interaction and Satisfaction:
Lead Engagement and Sales Support:
Process Improvement:
Metrics and Reporting:
Training and Development:
NECESSARY KNOWLEDGE, SKILLS, ABILITIES, AND OTHER CHARACTERISTICS:
Education and Experience:
Core Competencies:
Technical Proficiency:
Communication and Collaboration:
Adaptability and Time Management:
Customer-Centric Focus:
NOTICE
The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. All employees are requested to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. This document is subject to change at any time without notice.
As an Equal Opportunity Employer, we are committed to building a diverse organization.
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