Summary
Reporting to the Director of Operations, the Operations Manager is responsible for the supervision of the telephone sales services teams.
Duties and Responsibilities:
- Carry out managerial responsibilities in accordance with the organizations policies and applicable state and federal laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Make necessary changes in staffing based on day of week, sales promotions, and other (un)anticipated events
- Monitors productivity of telemarketing representatives
- Trains and develops team members, identifying and mentoring future leaders
- Analyzes individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
- Monitors sales calls to observe employee demeanor, technical accuracy and conformity to company policies and FCC regulations
- Answers questions and recommends corrective action to address customer complaints
- Communicate and follow up to ensure representatives are fully aware of all information related to products, procedures, customer needs and company related issues, changes or actions.
- Determines work procedures and expedites workflow
- Studies and standardizes procedures to improve efficiency of team
- Maintains harmony among workers and resolves grievances
- Prepares composite reports from individual reports by subordinates
- Other job duties as assigned.
Our benefits include:
- Bonuses
- Great Schedules
- Industry-leading Technology
- Dental Coverage
- Friendly Atmosphere
- Paid Vacation
- Paid Sick Time
- Lucrative Leads
- Career Growth Opportunities
Qualifications:
- 3 - 5 years related inbound call center experience and/or training
- Sales Management, leading a department
- Basic knowledge of Microsoft applications including Word, Excel, Outlook, etc
- Problem Solving Skills - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations
- Customer Service Focus - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments
- Communicates Effectively - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; ability to effectively deliver messages
- Exhibits Teamwork - Contributes to building a positive team spirit
- Reliability/Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent
- Open availability, ability to work evenings and weekends
Country: USA, State: Colorado, City: Denver, Company: Empereon Marketing.
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