Our client, who is a fast growing call center in Cancun is looking to hire a Director of Sales Operations to manage the sales/call center reps.
**What's In It For You?
**
If you are a motivated, hard-working, adventurous person that wants to look back in 10 years and say you built a strong executive career with a fast growing company, this is the place for you.
**How does this work?
**
Driving success and top performance for clients is the number one focus.
This quality approach towards our clients and people has resulted in a year over year for the past several years.
**You will be responsible for**:
- Managing various client projects concurrently
- Manage contact center operational activities to achieve target output and quality metrics given by the clients
- Ensure proper staffing levels across projects
- Ensure agent training programs are successfully implemented and achieve client and internal performance standards
- Manage high-level relationships with clients.
Speak comfortably on reporting, analytics, and the success we are delivering tied to client service level agreements
- Successfully launch new client relationships, which includes hiring, training and overseeing a successful implementation until key metrics are met in any new engagement
- Analyze and identify opportunities to improve the customer experience by analyzing trends for opportunities to improve First Call Resolution Rates and improve the way service can be resolved for clients
- Manage and motivate team members.
Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers
- Provide leadership, direction, coaching, and feedback
**Qualifications**:
- 5+ years of progressive contact center management experience
- Exceptional skills to influence in an indirect, matrix-based, and virtual environment
- Strong leadership skills - be able to drive key performance metrics, and in particular quality and customer satisfaction
- Assess and develop talent
- Experience in establishing a culture focused on delivering quality support through employee-centric coaching processes
- Experience in managing Client Relationships
- Analytical and strategic thinkers
Application Question(s):
- Do you live within 50 miles of Cancun?
- Are you willing to go into an office 6 days per week?
- Are you fluent in writing and speaking English?
**Experience**:
- Sales Management: 3 years (required)