About the job
Job Overview: The Supervisor for VIP Outbound Telesales Retention is responsible for leading a team of Retention Specialists dedicated to ensuring the retention of our VIP customers through effective sales, customer engagement, and retention strategies. This role requires strong leadership, customer-centric approaches, and the ability to analyze and improve processes, ensuring alignment with the company's sales goals and customer satisfaction objectives.
Key Responsibilities:
- Team Leadership & Supervision:
- Lead, mentor, and manage a team of VIP Outbound Telesales Retention Specialists.
- Provide ongoing training, coaching, and development to ensure team members apply sales techniques and meet performance targets.
- Monitor individual and team performance, providing feedback and implementing strategies for improvement.
- Customer Retention Strategy:
- Develop and implement customer retention strategies to ensure consistent VIP customer satisfaction and loyalty.
- Monitor customer feedback, identify trends, and recommend improvements to the retention process.
- Ensure the team adheres to retention integrity practices and quality expectations set by the company.
- Performance & Sales Management:
- Drive revenue growth by ensuring the team maximizes upselling opportunities, offering product upgrades, and introducing new features.
- Track and report on key retention and sales metrics, including average spend per customer, customer satisfaction, and retention rates.
- Collaborate with management to set sales targets and ensure they are met or exceeded by the team.
- Customer Engagement:
- Ensure that all customer interactions are accurately documented in CRM systems, maintaining consistency and transparency in engagement.
- Support the team in creating positive customer experiences that reinforce brand loyalty and high levels of satisfaction.
- Handle escalated customer issues and provide solutions that enhance customer retention and satisfaction.
- Operational Efficiency:
- Ensure compliance with company policies and procedures, including data confidentiality and customer service standards.
- Analyze customer data and team performance to identify opportunities for operational improvement.
- Collaborate with other departments, such as product development and marketing, to align customer retention strategies with broader business goals.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
- 3-4 years of experience in a sales-driven retention role, ideally in a supervisory or leadership capacity.
- Proven track record of success in customer retention, account management, or sales, particularly in outbound telesales setups.
- Strong communication skills, both written and verbal, with the ability to manage customer relationships and resolve conflicts.
- Experience with Customer Relationship Management (CRM) software and other sales tools.
- Analytical mindset with the ability to assess customer data, interpret trends, and provide actionable insights.
- Ability to empathize with customers and understand their needs to deliver effective solutions.
- Strong leadership skills with the ability to inspire and motivate a team to meet or exceed targets.
- Knowledge of industry and market trends related to customer retention and sales.
Skills:
- Retention Strategy Development
- Team Leadership & Management
- Customer Needs Assessment & Issue Resolution
- Sales Performance & Metrics Tracking
- CRM Software Proficiency
- Analytical & Problem-Solving Skills
- Adaptability and Resilience in a Dynamic Environment
Job Type: Full-time
Pay: Up to Php65,000.00 per month
Schedule:
Supplemental Pay:
- 13th month salary
- Performance bonus
- Quarterly bonus
Application Question(s):
- How much is your expected salary
- Notice period
Experience:
- Telesales Supervisor: 3 years (Required)
