CX Engagement Specialist
Hollywoodbets · Durban
The CX Engagement Specialist is responsible for developing and implementing the voice interaction strategy within the Customer Engagement Team, with ownership of outbound voice as a key step in the engagement journey for active and dormant customers.
The role works closely with the Outbound Voice Department to manage the lead generation pipeline for agent-led and AI-enabled outbound campaigns. The specialist analyses CRM campaign data, translates eligible audiences into prioritized lead flows, and ensures that leads are supplied quickly, accurately and in line with agreed campaign requirements.
The role is accountable for monitoring conversion performance, coordinating quality reviews, identifying improvement opportunities, and working with Business Intelligence and relevant stakeholders to deliver clear reporting and actionable insights. These insights will inform strategies designed to improve conversions, customer activations, and customer lifetime value.