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Job Description
- Hire, onboard and train call center personnel.
- Coach call center staff through challenging customer service issues.
- Analyze call center data and prepare reports for upper management.
- Evaluate staff effectiveness and performance annually or on an at-need basis.
- Lead team meetings and give presentations to executives.
- Develop monthly, quarterly and annual call center goals and action plans.
- Prepare work schedules to ensure sufficient coverage.
- Create personnel and supply budgets for approval.
- Maintain a detailed understanding of existing sales processes and identify areas open to process improvement
- Implement new processes, educating sales operators and teams on how best to utilize new tools and methods
- Devise high-level sales strategies in response to emerging trends and opportunities
- Analyze market and sales data, delivering reports on your findings to other key decision-makers
Job Requirements
- Bachelor’s Degree
- 4+ years of managerial experience
- Customer service experience and Sales experience
- Motivated self-starter
- Excellent verbal communication skills