Operations Manager
Athear -
New Cairo, CairoPosted 5 years ago130Applicants for1 open position
- 49Viewed
- 10In Consideration
- 22Not Selected
Job Details
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Job Description
- Manage a team including motivating, hiring, training, performance management and setting monthly goals.
- Call center scheduling
- Address the escalation of issues and coordinates with appropriate internal and external resources to provide resolution.
- Establish productivity objectives and strategies.
- Monitor productivity and provide assistance to representatives when needed.
- Review/prepare reports for management.
- Coordinate special call campaigns as mandated by management.
- Perform other job related duties as assigned.
- Manage, motivate, train, and develop a team of 20 -30 inside sales representatives
- Establish daily goals and metrics for both inbound and outbound dialing teams
- Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.
- Monitor and score calls for representatives
- Assist with documentation of behaviors and performance
- Assist in scheduling/ensuring full shift coverage
- Audit, update, and maintain reports
- Provide guidance to representatives to ensure KPI’s are met
Job Requirements
- Previous outbound sales and/or sales supervisory experience in a call center setting is required.
- Knowledge of direct sales techniques required, utilizing scripted sales presentations and rebuttals for consumer objections.
- Familiarity and/or experience with a Predictive Dialer helpful.
- Must possess excellent selling, coaching and motivational techniques.
- Proficiency with PC including Microsoft Excel and Word. Excellent verbal and written communication skills; highly organized, effective time management skills, analytical skills and strong interpersonal skills.
- Must be able to perform simultaneous tasks and identify and resolve issues as they arise.
- Excellent communication skills (verbal and written) and persuasive communication style
- Ability to direct, lead, and motivate others in a team environment
- Detail oriented and organized
- Strong analytical skills and numeric aptitude
- Ability to meet goals and deadlines under pressure in a fast paced, stressful environment
- Ability to work a flexible schedule to include required evening and weekend hour
- Knowledge the "Fair Debt Collection Practices Act" and the legal responsibilities involved with collections
- 5+ years previous inside sales or call center experience
- Proficiency with the MS Office Applications, advanced Excel skills needed
- 3+ years of supervisory experience preferred
- Experienced in managing remote employees
- Proven success in workforce management
