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)