Operations Manager


Cleveland
Cleveland, Ohio
Posted On: October 09, 2018
Last Day to Apply: October 31, 2018

Summary of Duties:

 

As an Operations Manager, you are responsible for managing the day to day operations of their Telesales program(s).  This role will focus on monitoring the quality of service delivered to ensure the Company satisfies client SLA requirements, flows, record keeping, performance metrics, performance feedback, service improvements and cost containment.

 

Main Responsibilities:

  • Work closely with the Director of Operations to set specific performance requirements for the Telesales program
  • Ensure revenue forecasts are obtained and or exceeded
  • Review and monitor daily, weekly and monthly program performance and, develop plans to rectify the problems and provide feedback on result for continual process improvement
  • Work with Team Leads other support staff to deliver against those goals
  • Report on Key Performance Indicators to Director, Operations and Senior Management team)
  • Support the development of system/process enhancements to improve operational productivity and efficiency
  • Ensure all process documentation is updated regularly with any changes
  • Determine employee job standards and performance expectations
  • Make recommendations for improvements in program performance
  • Ensure the delivery of excellent service to clients
  • Assist with projects and other duties as requested or assigned
  • Manage the overall profitability of the call center
  • Manage the overall profitability of program
  • Take on any individual company assigned projects as required

Skills and Qualifications:

  • Two years or more experience in a Managerial role
  • Experience designing incentives, establishing sales goals and managing call center productivity according to metrics and revenue targets
  • Committed to tightly managing daily sales goals and handling client escalations
  • Results-focused and supportive leadership style
  • Strong multitasking, prioritization, conflict resolution and analytical skills
  • Good reasoning abilities and sound judgment.
  • Strong communication skills, written and verbal.
  • Proven influencing, judgment and decision-making skills
  • Exceptional problem solving, conflict resolution and listening skills
  • Flexibility to work additional hours as dictated by business needs
  •  

Personal Attributes:

 

·         Strong team player with a willingness to go beyond the normal scope of the job

·         Must be self-motivated

·         Ability to motivate and build morale in a telesales environment

·         Flexibility to work additional hours as dictated by business needs

·         Must be prompt for work

·         Must have excellent verbal communication skills

·         High tolerance for a fast paced demanding environment

·         Ability to handle sensitive information and maintain confidentiality

 

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