Call Centre Sales Manager

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

The Call Center Sales Manager oversees all aspects of our call center team. As a sales manager, you will ensure an exceptional customer experience in all customer touch-points, including phone service and digital communication channels. This involves managing a team of supervisors to help develop efficient operations, promote sales and customer services. You will work to continuously improve client metrics by providing leadership, direction, and motivation to the workforce.

Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.

This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

WHAT DOES SOMEONE IN THIS ROLE DO?

Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisors to complete performance reviews and coaching to ensure maximum quality and production of direct reports.

Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.

Key Responsibilities:

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.
• Responsible for coaching and developing reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
• Provide team motivation and development to maximize sales opportunities.
• Responsible for the overall performance and productivity of direct reports.
• Responsible for weekly payroll review and submission to ensure correct entries.
• Responsible for driving the growth of revenue and profit originating from a call center.
• Proven ability to meet performance, efficiency, and quality assurance targets.
• Monitoring of individual and team results to identify and act on both positive and negative performance.
• Communicate key messages effectively to ensure that direct reports are informed of process changes.
• Provide regular feedback to supervisors regarding performance wins and areas of opportunity.
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Responsible for hiring, coaching, and terminating call center employees.
• Be a subject matter expert on your client's business.
• Manage remote employees as needed.
• Other duties and responsibilities as assigned.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

It's about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data-entry utilizing a computer.
• The ability to read and speak English fluently.
• Have a wired, high-speed internet connection (Download speed of 20
  
  Mbps+).
• Excellent organizational, written, and oral communication skills.
• The ability to type swiftly and accurately (20+ words a minute).
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and the ability to learn new and complex…