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 thinkersApplication 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)
