Lead Qualification Representative

Langford Staffing; Durban; Remote; ZAR 466,000 - 582,000; Full time

Job summary

Langford Staffing is seeking experienced outbound calling professionals to qualify consumers and connect eligible individuals with licensed representatives through live transfers.

You will not provide licensed advice or complete enrollments; you will qualify consumers, obtain permission and complete accurate live transfers in a fast-paced environment.

Qualifications

• Three or more years of recent high-volume outbound calling experience.
• Experience qualifying leads and completing warm or live transfers.
• A history of achieving measurable call, qualification or transfer targets.
• Experience using Convoso, Five9, NICE CXone, Genesys Cloud CX, CallTools, Readymode or a comparable dialer.

Responsibilities

• Contact consumer leads using an outbound dialer.
• Follow campaign scripts, introductions and compliance requirements.
• Ask focused questions to determine whether consumers meet campaign requirements.
• Explain the reason for the call clearly and professionally.
• Handle hesitation, objections, rejection and difficult conversations.
• Obtain permission and complete warm live transfers.
• Remain on the call until the receiving representative accepts the handoff.
• Record accurate notes, dispositions, outcomes and follow-up requirements.
• Handle unsuccessful transfers and callbacks according to campaign procedures.
• Apply feedback from call reviews, coaching and performance reporting.
• Learn and work across different consumer-service campaigns.

Skills

Outbound calling

Lead qualification

Live transfers

CRM records

Listening & objection handling

Strong communication

Typing speed 35 WPM

Full-time schedule

Tools

Convoso

Five9

NICE CXone

Genesys Cloud CX

CallTools

Readymode

Job description

Location: Remote

Schedule: Full-time, EST Business Hours Required

Compensation

C$40,000–C$50,000 annually, based on performance and qualifications

The Opportunity

Langford Staffing is recruiting experienced outbound calling professionals to qualify consumers and connect eligible individuals with licensed representatives through live transfers.

This is a performance-focused position for someone who can communicate confidently, think quickly, handle objections and remain professional during continuous high-volume calling.

You will not provide licensed advice or complete customer enrolments. Your responsibility is to qualify consumers, obtain their permission and complete an accurate live transfer.

What You’ll Do

• Contact consumer leads using an outbound dialer.
• Follow campaign scripts, introductions and compliance requirements.
• Ask focused questions to determine whether consumers meet campaign requirements.
• Explain the reason for the call clearly and professionally.
• Handle hesitation, objections, rejection and difficult conversations.
• Obtain permission and complete warm live transfers.
• Remain on the call until the receiving representative accepts the handoff.
• Record accurate notes, dispositions, outcomes and follow-up requirements.
• Handle unsuccessful transfers and callbacks according to campaign procedures.
• Apply feedback from call reviews, coaching and performance reporting.
• Learn and work across different consumer-service campaigns.

Required Experience

• Three or more years of recent high-volume outbound calling experience.
• Experience qualifying leads and completing warm or live transfers.
• A history of achieving measurable call, qualification or transfer targets.
• Experience using Convoso, Five9, NICE CXone, Genesys Cloud CX, CallTools, Readymode or a comparable dialer.
• Strong understanding of call dispositions, callbacks, holds, consultation calls and live transfers.
• Experience maintaining accurate CRM records while speaking with consumers.
• Strong listening, communication and objection-handling skills.
• Ability to remain calm and professional when dealing with rejection or abusive callers.
• Ability to type at least 35 net words per minute with strong accuracy.
• Verifiable employment history and professional references.
• Availability to work the assigned full-time campaign schedule.

Experience in insurance, health-benefit programs, telecommunications, financial services, consumer services or another regulated calling environment is an asset.

Performance Will Be Measured Through

• Accepted and properly qualified live transfers
• Consistent progress toward campaign production targets
• Call quality and compliance
• Accurate CRM notes and dispositions
• Productive dialer activity
• Attendance and schedule reliability
• Professional objection handling
• Improvement following coaching and call reviews

Representatives may be expected to produce approximately five accepted qualified transfers per dialing hour, depending on the campaign.

Who Will Succeed

The right person is confident, resilient, organized and comfortable speaking with a high volume of consumers every day.

You should be able to recover quickly from rejection, follow a structured process and sound natural rather than scripted. You must maintain quality while working toward demanding performance targets and remain professional when consumers become impatient, suspicious or disrespectful.

Remote Technology Requirements

You Must Have

• A computer with at least 16 GB of RAM
• A dual-monitor setup
• Reliable internet with a speed of at least 100 Mbps
• A backup internet connection or power solution
• A wired, noise-cancelling USB headset
• A webcam
• A quiet, private and professional workspace