CallCenterNinjaWe are in search of an energetic Operations Manager (Sales) who thrives on achieving goals and brings sales experience to the table. This role involves leading a team of Team Leaders to ensure compliance with Client Service Level Agreements and the attainment of financial targets.
Key Responsibilities:
Service Level Management: Continuously analyze Client Service Level Agreements and implement strategies for improvement to meet or exceed expectations.
Financial Leadership: Drive revenue generation by managing data for billable and non-billable hours, accurate forecasting, and budgeting.
Team Development: Recruit, train, and develop direct reports and their teams, ensuring work alignment with company policies and legal standards.
Operational Oversight: Oversee operational reports to ensure compliance with performance metrics.
Client Relations: Develop and maintain robust relationships with client partners to ensure strategic alignment and mutual success.
Leadership & Guidance: Provide dynamic guidance to direct reports, ensuring the consistent application of company policies and standards, with corrective actions as required.
Employee Engagement: Foster a positive, goal-oriented work environment through active engagement and timely resolution of employee issues.
Cross-functional Collaboration: Engage in cross-functional meetings to evaluate inputs from operational support functions and collaborate on action plans for continuous improvement.
Best Practices Implementation: Implement best practices to exceed client expectations, ensure performance consistency, and adjust staffing needs as necessary.
Client Interaction: Attend business reviews with clients to ensure strategic alignment and satisfaction.
Candidate Profile:
Education & Experience: Minimum 1 year of experience in a sales position and a few years of experience in managerial position. Comprehensive sales experience and call center experience are preferred.
Sales experience: +1 year experience with sales (B2B or B2C).
Goal Orientation: Energetic and driven by achieving and surpassing goals.
Coaching & Development: Proven ability to coach, develop action plans, and provide effective feedback for team performance enhancement.
Process Optimization: Strong analytical skills to refine work processes and establish actionable goals.
Pressure Management: Ability to effectively work under pressure and complete tasks professionally.
Communication Skills: Excellent verbal and written communication skills, with the ability to effectively present information to various stakeholders.
Project Management: Demonstrated ability to organize and prioritize tasks in a fast-paced, deadline-driven environment.
Mentorship: Experience in mentoring and guiding employees to enhance performance and development.
Languages: English at C1 level, and Polish is desirable.
Please note that this client is working according to US time zone, so OM needs to cover afternoon and evenings.
Career growth and personal development
We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. At Concentrix, there’s a real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned