.POSITION OVERVIEW: The Call Center Sales Manager oversees all aspects of our call center team.
As a sales manager, you will ensure an exceptional customer experience in all customer touchpoints, including phone service and digital communication channels.
This involves managing a team of supervisors to help develop efficient operations and promote sales and customer service.
You will work to continuously improve client metrics by providing leadership, direction, and motivation to the workforce.All applicants must be fluent in English and reside within driving distance of our office, located in Hermosillo, SO for the full-time on-site position.-:POSITION RESPONSIBILITIES: Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment.
The Operations Manager position is responsible for ensuring call quality from start to finish while proactively seeking ways to improve the internal processes and results program-wide.
Operations managers conduct regular business meetings with supervisors to complete performance reviews and coaching to ensure maximum quality and production of direct reports.
Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.
**Essential Duties**- Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.- Responsible for coaching and developing reports on customer service processes and best practices.- Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.- Drive a culture of accountability, continuous improvement, and personal excellence.- Directs workforce management activities and sets performance goals and objectives accordingly.- Develop and maintain a strategy for ensuring customer satisfaction in all service interactions.- Provide team motivation and development to maximize sales opportunities.- Responsible for the overall performance and productivity of direct reports- Responsible for weekly payroll review and submission to ensure correct entries.- Responsible for driving the growth of revenue and profit originating from a call center.- Proven ability to meet performance, efficiency, and quality assurance targets.- Monitoring of individual and team results to identify and act on both positive and negative performance.- Communicate key messages effectively to ensure that direct reports are informed of process changes.- Provide regular feedback to supervisors regarding performance wins and areas of opportunity.- Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.- Develop and audit quality assurance strategies to ensure the delivery of world-class service