Summary:

The Lead Management Center supervisor/manager is responsible for leading and managing the Lead Management Center team, ensuring the effective and efficient conversion of digital and social media leads into sales opportunities. This role involves overseeing the team's performance, implementing strategies to optimize lead conversion rates, providing coaching and training, and ensuring adherence to company policies and procedures. The Lead Management Center supervisor/manager will also collaborate with marketing and sales teams to improve lead generation and overall sales effectiveness.

Responsibilities:

• Team leadership: Supervise, mentor, and motivate a team of marketing lead conversion specialists (Lead Management Agents)
• Performance management: Set performance goals, monitor individual and team performance against targets, and provide regular feedback and coaching
• Training and development: Develop and implement training programs to enhance the team's product knowledge, sales skills, and CRM proficiency
• Lead distribution: Manage the distribution of leads to team members, ensuring equitable workload and optimal lead assignment
• Lead distribution to JAPI dealers: Manage the distribution of prospects to JAPI dealer network categorized as closed sales, future customers, and uncontacted leads, ensuring equitable distribution as agreed with management direction
• Process optimization: Identify opportunities to improve lead management processes and implement best practices to enhance efficiency and conversion rates
• CRM management: Oversee the accurate and consistent use of the JETOUR ONE System (JOS) for lead tracking and reporting
• Reporting and analysis: Generate reports on key performance indicators (KPIs) related to lead conversion, call volume, and customer satisfaction; analyze data to identify trends and areas for improvement
• Collaboration: Work closely with the marketing and sales teams to align lead generation and conversion strategies
• Quality assurance: Monitor call quality and ensure adherence to established service level agreements (SLAs) and customer service standards
• Problem resolution: Address escalated customer issues and resolve complex problems
• Policy enforcement: Ensure team members adhere to company policies, procedures, and ethical standards
• Recruitment and onboarding: Participate in the recruitment, interviewing, and onboarding of new Lead Management Agents

Qualifications:

• Bachelor's degree in business administration, Marketing, or a related field
• Proven experience in a call center, sales, or customer service environment, with at least 2-3 years in a supervisory or management role
• Excellent leadership, communication, and interpersonal skills
• Strong understanding of digital marketing and social media platforms
• Proficiency in using CRM software and call center technology (experience with JETOUR ONE System (JOS) is a plus)
• Demonstrated ability to motivate and manage a team to achieve performance goals
• Strong analytical and problem-solving skills
• Results-oriented with a strong work ethic
• Ability to handle a high-pressure environment and meet deadlines