This position is accountable for coordination of call center operations activities for the Sales Operations team. This will include project, initiative and performance tracking document creation, maintenance and presentation as well as meeting and call coordination for internal communications between the operations team and various departments. The role will focus on providing desk support for field operations staff.
Duties and Responsibilities:
Support a team of seven, field operations vendor managers with project and performance tracking as well as reporting and presentation compilation responsibilities for ad hoc and regular, internal business reviews.
Responsible for creating and maintaining project implementation and review documentation to include process overview and executive reviews of initiatives impacting overall IB and OB sales activities.
Compile regular and ad-hoc reporting for Sales Operations using internal databases and reporting tools
Schedule and manage regular and ad hoc, call center activity monitoring session and review calls
Manage regular and ad hoc communications with inbound and outbound call center vendors providing sales production services for sales operations.
Provide reporting and analysis of performance trends including compilation of vendor management recommendations for both short and long term improvements for internal presentation.
Work closely with other organizational entities including, but not limited to Channel Management, Marketing Departments, Workforce Management, Command Center, Reporting, Training and Quality
Schedule, manage and attend meetings in various locations including participation from both internal and external resources
Manage projects and act as point of contact for various internal business owners.
Maintain the highest levels of customer service standards representing the overall best interests of
BS/BA Degree and/or equivalent combination of education and experience required
Previous call center experience a plus
Strong analytical skills with excellent computer skills.
Excellent interpersonal, verbal and written communication skills.
Solid time-management and organizational skills and ability to handle multiple tasks simultaneously is required.
Ability to interact with all levels of management.
Self-motivated, self-starter, and takes initiative.
5-10% travel domestic/international (Valid US Passport Required)
Requirements and General Skills:
Commitment to “internal client” and customer service principles
Ability to work independently and in a team environment
Ability to pay attention to details and be organized
Ability to handle multiple tasks in a fast paced environment
Willingness to take initiative and to follow through on projects
Excellent written and oral communication skills
Interpersonal skills and ability to interact and work with staff at all levels
Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access
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