JOB SUMMARY:
The Onboarding Supervisor is responsible for managing a team of Onboarding Booking Specialists. This position will provide leadership of staff towards the achievement of maximum Onboarding session bookings through high call and email volumes and in line with the company vision for the Lexis+ UK Upgrade programme. This position will also have responsibility for working as an Onboarding Booking Specialist for part of the time and for ensuring they, and the team, are trained to work within set processes using the relevant workflow tools.
When Onboarding Booking Specialists succeed in getting clients to book on to Onboarding sessions, it advocates adoption of LN products and services to ultimately drive retention/reduce attrition and lead to improvements in NPS scores to build strong client relationships and provide high quality support to our customers.
JOB QUALIFICATIONS:
Non-Negotiable:
Bachelor's Degree holder
At least 2 years of related experience
Leadership experience handling a sales or customer facing team that deal with objections
Above average English communication skills (written and verbal)
Negotiable:
Familiarity with CRM
B2B and B2C account experience
JOB DUTIES AND RESPONSIBILITIES:
Assist the Sales Manager in achieving maximum Onboarding session bookings: leading by example, implementing call, email and session booking targets and directing and motivating the Booking Specialists team.
As part of implementing the structured workflow to achieve Session bookings: assign set attainable objectives by forecasting quotas, and help sales representatives improve their performance.
Ensure all Booking Specialists are fully trained to work within set processes, tracking work in real-time, using designated CRM/workflow tools
Coach performance and develop Booking Specialists to ensure they are equipped to handle objections to get customer agreement to book on to Onboarding sessions
Coordinate with the Sales Manager to execute and implement objection handling strategies that ensures attainment of goals, including delivering required volumes of session bookings.
Prepare individual action plans, as well as by team for effective upgrade customer management.
Ensure that all Booking Specialists meet or exceed all activity standards for emails, calls, and session bookings..
Maintain a pristine record of customer satisfaction in accordance with company policy. This will require the routine handling of customer concerns and issues and providing Booking Specialists with the necessary tools and knowledge to address these problems.
Work with Head of Onboarding to provide a great customer experience and seamless customer journey from upgrade through to session booking.
Maintain accurate records of all session booking and activity reports submitted by the account managers.
Effectively communicate with the Sales Manager to understand training and development needs and to provide insights for the improvement of the Booking Specialists performance.
Adhere to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team.
