LOCATION: Hermosillo, SO 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.
- Determining work procedures, preparing work schedules, and expediting workflow
- Responsible for hiring, coaching, and terminating call center employees.
- Manage remote employees as needed.
- Other duties and responsibilities as assigned.
CANDIDATE QUALIFICATIONS:
**Required**
- Must be 18 years of age or older.
- High school diploma or equivalent
- Experience with data entry utilizing a computer.
- The ability to read and speak English fluently.
- Have a wired, high-speed internet connection (Download speed of 20Mbps+)
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Ability to work regularly scheduled shifts within our hours of operation, including the training period.
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Highly reliable with the ability to maintain regular attendance and punctuality.
- The ability to evaluate, troubleshoot, and follow up on customer issues.
- An aptitude for conflict resolution, problem-solving, and negotiation.
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage.
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
- Excellent interpersonal skills and the ability to build relationships with your team and customers.
CONDITIONS OF EMPLOYMENT:
- Must be authorized to work in their country of residence
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Job offers are contingent on background/security investigation results
- Must be willing to submit to drug screening.
PHYSICAL REQUIREMENTS:
This job operates in a professional office environment.
While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.
The employee will be regularly required to operate