JOB DESCRIPTION:

Customer Engagement

· Program Lead is expected to have a deep understanding of customer challenges and opportunities. This knowledge should be a combination of upward feedback from Team Leads and Agents; call shadowing; IQI/QA feedback.

Sales Planning

· Program Lead is expected to be aware of revenue trends and drivers. The Program Lead should be able to identify opportunities across the markets/industries/verticals they cover and suggest focus areas.

Sales Activation

· Program Lead is expected to execute against activation plans and help co-create and develop activation plans. They are also required to ensure that all agents, including TLs, receive any and all necessary training and coaching.

Sales Performance Management

· Program Lead is responsible for executing any plans communicated by the Project Lead. They are responsible for partnering with QA to ensure that quality levels are met and maintained for the program.

Other responsibilities

In addition to the above responsibilities the Program Lead is expected to:

· Have in depth knowledge of the program strategy

· Ensure that all agents are able to work (assigned books, have right access to tools, etc)

· Ensure that teams are staffed properly (right number of TLs, Trainers, QAs) and raise any staffing issues with the vendor WFM team