.ResponsibilitiesOPERATIONS MANAGER SUPPORTING INDIVIDUALS & SMALL BUSINESS CLIENTS- 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 touch-points, including phone service and digital communication channels- This involves managing a team of supervisors to help develop efficient operations, promote sales and customer and services- You will work to continuously improve client metrics by providing leadership, direction, and motivation to the workforce- 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, and pro-actively seeks ways to improve the internal processes and results program-wide- Operations managers conduct regular business meetings with supervisor 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 ensureadherence to corporate policies and procedures and the health of the account- Lead 5-10 team leads responsible for inbound and outbound representatives- Responsible for coaching and developing sales teams- 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 strategy on ensuring customer satisfaction on all service interaction- 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 marketing