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)