Manager, Sales Operations

Primary Role

The Sales Operations Manager is responsible to manage, motivate and direct assigned teams while supporting the overall contact center. Collaborates with multiple levels of corporate, operating company and partner management to ensure all key performance measures are achieved as well as the client’s strategic goals and objectives through analyzing operational data. Holds responsibility for P&L, sales success, and client satisfaction. This role will participate in the recruitment strategy for the contact center and is responsible for mentoring their staff’s development.

Key Accountabilities

• Experienced at leading call center team sales activity. Skilled at motivating and developing staff. Understands how to drive call center metrics and the budgetary impact.
• Clear understanding of the Quality Assurance aspects of your channel to help drive a positive customer experience while finding opportunities to improve processes.
• Establish performance standards, approve and interpret department policy. Coordinate and assist the development of organization policy.
• This individual has complete authority and responsibility over the teams assigned to them including: performance evaluation, sales results and personnel decisions.
• Responsible for collaboration with workforce management and call center director for hiring and staffing needs. Includes responsibilities for interview and selection process in conjunction with TA and HR.
• Align with the strategic direction of our clients and our company to successfully meet objectives identified by Client Success.
• Coach and develop supervisory team to ensure overall program success.
• Communicate with senior level management to collaborate on strategic planning and report results.
• Ensure key performance indicators are being met for programs owned.
• Build and develop a diverse collaborative innovative team.
• Effectively manage resources to deliver cost effective results.
• Collaborate with other departments to support strategic plans for all homeowner products and service offerings.
• Support contact center peers in achievement of overall results.
• Assist with the analysis of customer satisfaction surveys make process improvement/enhancement suggestions and implement and monitor improvement programs.
• Manage all aspects of work with a sense of urgency. Deliver timely, quality, clear, concise and accurate work.
• Other duties as assigned by Leadership

Knowledge/Skills

• Strong organizational, communication, problem resolution skills.
• Personal computer experience, including Microsoft Office applications.
• Lead and implement change management initiatives while serving as the department champion.
• Ability to define and analyze issues and develop implementation plans to cure the problem.
• Data analysis, trend identification and resolution application
• Understand the concepts of Call Center staffing, forecasting and performance management.
• Fosters a culture of success and quality through driving results.
• Ability to lead multi-channel teams
• Effective Time Management
• Cross-functional engagement
• Leadership through stewardship to team

Knowledge/Skills Continued

• Ability to motivate and develop employees at multiple levels
• Support implementation of company initiatives and growth while serving as a subject matter expert for the contact center
• Effective presentation and communication
• Ensure compliance with company policy, practices and procedures
• Engage with vendor management to drive results
• Escalates contact center interruptions to appropriate Executive Leadership Team and key stakeholders in a timely fashion
• Demonstrate leadership and teambuilding through employee and customer engagement.
• Experience in training, coaching, and performance management.
• Strong understanding of homeowner services industry, contact center operations and technology/systems (Oracle, CRM, Verint, Cisco, etc.) as it relates to customer handling, data collection and reporting.
• Good working knowledge of customer journey, sales/retention approach and budget management.

Experience/Education

• Bachelor's degree in business administration or equivalent work experience in lieu of a degree.

• Five (5) or more years of demonstrated customer service leadership of exempt/non-exempt levels, with both direct and indirect supervision of employees.

• Demonstrated leadership and team-building ability.

• Experience in training, coaching and performance improvement.

• Dedicated individual focused on favorable customer experience and quality assurance at a leadership level.

• Experience working in a competitive products and services business environment with high volume sales transactions preferred.

• Proven ability to manage large contact center teams in omni-channel environment.

Travel Requirements

• 15%

Work Environment

• Office/Remote

Other

• Incorporate American Home Solutions Mission and Vision in daily management.
• Vision: Purpose-driven, people-powered, customer-obsessed trusted partner for every home.
• Mission: To keep our customers’ lives flowing by making their home lives easier.

Competencies