Telesales Team leader - Resales/Loyalty, ADT ADT Fire and Security PLC, GB

How you will do it:

• Team Leadership & Performance
  • Lead, coach, and motivate a team of telesales agents to achieve retention and upgrade targets.
  • Monitor team KPIs including call quality, conversion rates, and customer satisfaction scores.
  • Conduct regular performance reviews and provide actionable feedback and development plans.

• Customer Retention Strategy
  • Design and implement proactive retention campaigns targeting at-risk customers.
  • Develop negotiation frameworks to retain customers without relying on premium reductions.
  • Collaborate with marketing and product teams to align messaging and offers with customer needs.

• Upgrade & Value Campaigns
  • Launch targeted upgrade campaigns that highlight enhanced features and benefits.
  • Train the team to articulate the value proposition of home security systems effectively.
  • Use customer data and insights to personalize upgrade offers and retention strategies.

• Operational Excellence
  • Ensure compliance with regulatory standards and internal policies.
  • Maintain accurate records of customer interactions and outcomes in CRM systems.
  • Continuously improve call scripts, objection handling techniques, and customer engagement strategies.

• Cross-Functional Collaboration
  • Work closely with Customer Service, Technical Support, and Field Sales to ensure a seamless customer experience.
  • Provide feedback to product and service teams based on customer insights and objections.

What we look for:

• Proven experience in telesales or customer retention leadership, ideally in home security or subscription-based services.
• Strong negotiation and communication skills.
• Ability to analyze data and translate insights into actionable strategies.
• Experience with CRM systems and telesales performance tools.
• Passion for customer advocacy and team development.

Key Metrics:

• Customer retention rate
• Upgrade conversion rate
• Cost to Save
• Agent performance metrics (e.g., talk time, conversion rate, QA scores)

#LI-SB1

Hybrid: #LI-Hybrid