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Operations Manager
2 weeks ago
As the Operations Manager, you will play a pivotal role in planning, coordinating, and leading the infrastructural setup, as well as providing direction for work groups in accordance with organizational policies and legal requirements. Your responsibilities will also include building, developing, and managing a high-performing inbound and outbound sales team, measuring and analyzing team performance metrics, and ensuring the implementation of quality control tracking across all activities.
Responsibilities:
- Plan and coordinate infrastructural setup, ensuring compliance with organizational policies and legal requirements.
- Build, develop, manage, and grow an inbound and outbound sales team.
- Measure and analyze performance metrics of team members, implementing quality control tracking across all activities.
- Meet sales and service level commitments, identify leads, and manage the team to convert warm and hot leads.
- Test and measure campaign success, collaborating with Marketing/Business Development to build highly effective campaigns.
- Partner with Business Development to leverage and pursue new business from existing clients.
- Generate detailed daily/weekly/monthly reports.
- Direct and manage day-to-day activities of the organization's operations, implementing policies, procedures, and initiatives.
Business Improvement:
- Establish client priorities for business improvement and technology implementation.
- Liaise with Business Improvement to ensure projects are scheduled appropriately based on client benefits.
- Gather detailed requirements to feed into projects, ensuring effective outcomes.
Client Communication:
- Ensure regular and effective communication with clients regarding corporate business improvement plans.
- Handle escalations and mediate where country leadership and clients have differences.
- Proactively engage with clients to suggest improvements to services.
- Always meet or exceed commitments made to clients.
About You:
- Bachelor's/College Degree in any field.
- Minimum of 5 years of working experience as Operations Manager; preferably with Sales Account experience.
- Proven track record of effective leadership within the CRM sphere in customer services and consumer marketing environment.
- Experience with CMS is valued.
- Excellent understanding of CRM best practices, technology, and markets.
- Strong ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation, and staff development skills.
- Client relations and sales contact experience.
- Fluent financial P&L comprehension.
- Fluent in English.
If you are a results-driven individual with a passion for operations management and a proven track record of success, we want you on our team We look forward to welcoming the newest member of our team.
Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.
