Outbound Customer Service Lead

About the Role

Everyday you will…

Responsibilities

• Develop and execute strategies to drive sales performance through the Outbound Customer Service.
• Monitor market sentiment, pricing, analyze competitors, identify gaps, and strengthen team positioning to improve results.
• Monitor key metrics such as call volume, conversion funnel performance, lead utilization, and retention rates to identify opportunities for improvement.
• Drive monthly sales targets and ensure closing performance meets or exceeds business goals.
• Design, refine, and optimize outbound call scripts to continuously improve conversion rates (CVR).
• Conduct QA on calls and chats, provide feedback, and implement improvements to increase CVR%.
• Prepare monthly sales reports, calculate commissions, and design reward & discipline programs for the team.
• Lead, coach, and motivate the team to deliver results and maintain high performance standards.
• Collaborate with cross-functional teams (Sales Quality, Marketing, Training) to enhance operational efficiency.
• Provide ongoing coaching and training to uplift the team's sales and customer interaction skills.
• Ensure the quality, accuracy, and completeness of the team members' work.

Qualifications

• 3–5 years of experience leading an Outbound Customer Service or Tele-Sales team.
• Strong knowledge of Motor Insurance and Accident & Health (A&H) products.
• Proven track record in achieving and exceeding sales targets.
• Strategic mindset with strong analytical and planning skills.
• Hands-on experience with script optimization, QA, and improving CVR is highly valued.
• Familiarity with Salesforce (SF) is a plus.
• Good command of English (speaking and listening).
• Strong leadership, coaching, and communication skills with the ability to motivate teams.

Skills

• Familiarity with Salesforce (SF); strong Excel and reporting skills; good spoken/listening English.