About the job Sales Leads Qualifier Supervisor
About the role
We are looking for a dedicated and proactive Lead Qualifier Performance Supervisor to monitor and improve the performance of our lead qualification team. This role involves ensuring that leads qualifiers are responding to inquiries effectively and adhering to company guidelines. You will also be responsible for reporting on daily performance metrics, maintaining up-to-date processes, and supporting the team with any challenges they face.
What You Will Do
Supervise Team: Oversee & provide immediate assistance for the leads qualifiers to achieve specific target
Monitor Performance: Oversee the response quality and response time of leads qualifiers to ensure adherence to Service Level Agreements (SLA) and that responses align with leads' inquiries.
Ensure Adherence to SOP & Guidelines: Ensure that leads qualifiers consistently follow Standard Operating Procedures (SOP), scripts, and company guidelines to maintain quality and consistency in responses.
Performance Reporting: Recap and report on daily performance metrics of leads qualifiers, ensuring team goals and targets are being met.
Maintain Documentation: Continuously update and improve Standard Operating Procedures (SOP), scripts, workflows, FAQs, and guidelines to ensure relevance and effectiveness.
Team Support & Escalation: Respond to leads qualifiers' queries, providing guidance and escalating issues to relevant stakeholders when necessary to resolve concerns efficiently.
What You Will Need
- Proven experience in the property industry, with specific roles in customer service, lead qualification, or a similar role, ideally with some leadership or supervisory experience.
Strong organizational and communication skills.
Ability to analyze performance metrics and generate detailed reports.
Familiarity with SOPs, workflows, and process documentation.
Proficient in using CRM tools and other performance tracking software.
Detail-oriented with a focus on maintaining consistency and quality.
Problem-solving ability and capability to support the team in overcoming challenges.