Description

You will lead a team of CFL representatives to manage attrition, improve customer loyalty, and drive sales. You'll design retention strategies, handle escalated issues, and use data to optimize performance.

Requirements

• Ability to lead, manage, and motivate others
• Adaptability to learn and implement new policies and procedures
• Strong communication skills to train direct reports
• Experience with CRM and ERP analytics

Responsibilities

• Lead a team of CFL supervisors and representatives to manage attrition, resigns, and rmoves
• Field escalated customer issues and provide resolution
• Monitor calls and provide coaching to representatives
• Develop and maintain a high-performing, energetic team culture
• Track KPIs such as conversion rates, service levels, and productivity