Under direct supervision of the Call Center Supervisor, the Lead Development Representative (LDR) is part of Televerde’s Corporate Engagement Center Team responsible for meeting client objectives for all types of campaigns, up to and including Contact Discovery, Data Scrub, Event Recruitment, Profiling, and Lead Generation.
Essential Functions and Responsibilities
Plans, schedules, and prioritizes each day’s activities to include identifying scheduled meetings, identifying clients by time zone to schedule appropriate calling-times, managing the backlog by identifying call backs, and reviewing files for follow up.
Organizes work tools to include reviewing reference sheets, scripts, industry jargon, websites, and other related materials.
Prepares for each call to include reviewing call history, notes, and key information on the company record or about the industry and reviewing scripts to identify what information still needs to be gathered or for use as a recap summary.
Places calls to companies in the queue, qualifying the call and working towards attainment of campaign objectives.Manages the data to include identifying contacts, entering information in designated database, recording leads generated, navigating designated database, scripting, and adding contacts.
Shares and seeks knowledge by mentoring, coaching, and guiding fellow LDRs in the successful attainment of campaign objectives.
Manages monthly, weekly, and daily revenue expectations through knowledge and navigation of Excel.
Education and Experience
GED or High School Diploma required. Associates degree preferred.Previous relevant job experience is preferred.Previous experience with CRM software is preferred.
Knowledge, Skills, and Abilities
Understanding of traditional organizational structures.High sense of accountability.Understanding of the concepts and usage of a relational database.
Demonstrated use of integrity as it relates to meeting individual campaign objectives.Knowledge of questioning techniques and interactive discussion guides (scripts).
Ability to use designated software to transfer, answer, and place calls and type 25+ words per minute.Ability to establish and use a filing system to manage daily activities.
Ability to use designated software to plan, navigate, establish, and work within queues, differentiating work between company ownership, campaign, project, and queue.
Ability to identify and use appropriate sources and resources for assistance within the engagement center.Skilled in time management.
Knowledge of Excel.Ability to diagnose underperforming campaigns and recommend improvements to calling team or EMT.Ability to conduct research or study particular markets, contacts, or industries to determine trends and recommendations in these areas.
Work Environment / Physical Demands
Essential physical requirements of this job include :
Ability to move wrists, hands, and / or fingers in a repetitive motion.Ability to continuously stand, walk, reach, kneel, bend, stoop, push / pull, and sit.
Ability to lift up to 25 pounds occasionally.Communicating effectively with employees, vendors, and clients.Continuously working at a desk and computer.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if needed.
This job description is not meant to be all-inclusive of the duties and responsibilities of the job and may change at any time without notice.