Job Description & How to Apply Below
Sydney, NS
POSITION OVERVIEW
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services.
Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
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. You will manage a team of supervisors to develop efficient operations, promote sales and customer services, and 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.
POSITION RESPONSIBILITIES
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 position is responsible for ensuring call quality from start to finish, and pro‑actively 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.
They 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 for 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
Monitor 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
CANDIDATE QUALIFICATIONS
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…
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