Sr. Operations Manager

Role Overview: Manages sales activities of assigned programs and campaigns by performing the following duties personally or through subordinate supervisors.

Key Responsibilities: include the following. Other duties may be assigned. 

• Assigns Sales Coaches to work as leads for campaigns; oversees direction of all Sales Coaches, Assistant Sales Coaches respective campaigns and programs. 
• Develops and implements strategic sales plans to accommodate corporate goals.
• Directs sales forecasting activities and sets performance goals accordingly.
• Works closely with Vendor manager (client) to review market analyses in determining customer needs, price schedules, and discount rates.
• Directs staffing, training, and performance evaluations to develop and control sales program.
• Directs channel development activity and coordinates sales distribution by analyzing call distribution, hours/call commitments with customer, and current staffing.
• Works as a Trusted Advisor to the client
• Assigns sales campaigns to sales coaches.
• Analyzes sales statistics to formulate policy and assist dealers in promoting sales.
• Directs product simplification and standardization to eliminate unprofitable items from sales line.
• May represent company at trade association meetings to promote product.
• Delivers sales presentations to key clients in coordination with CEO, VP of Operations, or Program Implementation Director.
• Meets with key clients, maintaining relationships and negotiating and closing deals.
• Coordinates liaison between ops department and other internal units such as training, recruiting, HR, program implementation, and IT.
• Analyzes and controls expenditures of division to conform to budgetary. requirements.
• Assists other departments within organization to prepare manuals and technical publications.
• Prepares periodic sales report showing sales volume, potential sales, and areas of proposed client base expansion.
• Monitors and evaluates the activities and products of the competition

OPERATIONAL RESPONSIBILITIES:

• Oversight of 300+ agentts. 
• Is responsible for the overall direction, coordination, and evaluation of this unit. 
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. 
• Responsibilities include interviewing, hiring, and directing training of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Establish and maintain effective relationships with sales coaches and team members, effectively monitor, and evaluate job performance and coach and develop sales coaches and team members as needed.
• Develop and maintain relationships with peers across departments.
  
• Ability to effectively present information to top management, public groups, and/or boards of directors.
  

Knowledge of: Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

Required Qualifications & Experience:

• High School Diploma or GED required. 
• Bachelor's degree from a four-year college or university preferred;
• One to two years related experience and/or training.
• Supported up to 350 agents across voice, chat and email operations?
  
• Managed CSAT programs?
  

 What We Offer: 

• Employee Referral Program
• Health and Life Insurance Benefit
• Free Shuttle Service 
• Leadership Program
• Paid Training
• Career Advancement Program
• Bonuses and incentives based on campaign
• Monthly Rewards and Recognition and Birthday Club
• Opportunity to participate in Monthly Give Back Initiatives for the Community
• Tuition Reimbursement