Client Services Manager, Workforce Development Team
Certus
Job Level
Senior
About the role
- Develop and execute strategies to drive sales performance through the Outbound Call Center.
- Monitor market trends, analyze competitors, identify gaps, and strengthen team positioning to improve results.
- Monitor key metrics such as call volume, conversion funnel performance, lead utilization, and retention rates to identify opportunities for improvement.
- Drive monthly sales targets and ensure closing performance meets or exceeds business goals.
- Design, refine, and optimize outbound call scripts to continuously improve conversion rates (CVR).
- Conduct QA on calls and chats, provide feedback, and implement improvements to increase CVR%.
- Prepare monthly sales reports, calculate commissions, and design reward & discipline programs for the team.
- Lead, coach, and motivate the team to deliver results and maintain high performance standards.
- Collaborate with cross-functional teams (Sales Quality, Marketing, Training) to enhance operational efficiency.
- Provide ongoing coaching and training to uplift the team’s sales and customer interaction skills.
Requirements
- 3–5 years of experience leading an Outbound Call Center or Tele-Sales team.
- Strong knowledge of Motor Insurance and Accident & Health (A&H) products.
- Strategic mindset with strong analytical and planning skills.
- Proven track record in achieving and exceeding sales targets.
- Hands-on experience with script optimization, QA, and improving CVR is highly valued.
- Familiarity with Salesforce (SF) is a plus.
- Good command of English (speaking and listening).
- Strong leadership, coaching, and communication skills with the ability to motivate teams.
