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Operations Sales Manager

Company: The Results Companies
Location: Lees Summit
Posted on: January 14, 2019

Job Description:

Operations Sales Manager Company OverviewHeadquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:Healthcare Insurance Wireless Telecommunications Financial Services Energy Education Subscriber Based Entertainment Tax Services Retail Cable/MSOVision StatementOur vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.Driven by our \"expect greater\" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.Position OverviewThe Operations Sales Manager is responsible for developing and maintaining relationships as the single point of contact for internal and external information regarding a specific sales program specifically for its dialer operations & sales strategy. This role serves as the \"voice of the client\" within the call center and coordinates, monitors and tracks deliverables to ensure quality service delivery to the client.Duties and ResponsibilitiesReviews and analyzes program performance to determine program needsSite level communication for file movement / agent movementReal time movement instruction & support to the siteAnalysis & Accountability to file performance while incorporating operations KPIsNLY, Contact Penetration, File penetration, SPH, Conversion, CPHOutlier file management; if CPH drops or performance KPIs make recommendations on movementCPH in site Outlier managementInterval analysis- hourly, weekly, DOW, WOMMake/Model trending & analysisCreate power hour detailsCreate countdowns of sales needed for closing filesHours management: make sure that the DOD weekly required hours are achieved. Also monitoring shrink/attendance and making sure that there are solid plans put in place when we start seeing misses in delivery.Weekly readout- Did file meet file objectivesNLY, Contact Penetration, File penetration, SPH, Conversion, CPHMonthly trendingProvide read out of trending on all KPIsRecommendations for improvement/changesReal time agent state monitoringCMS constant monitoring of wait times/ACWOutlier management of agents with time in excessCreate watch list and managePOC between site and RCC for technical issuesJoin support bridge calls for outages when neededBeing able to fill in detail an outage form with information needed for RCC or Help DeskQualificationsStrong outbound experience (dialer experience preferred) Dedicated to providing superior dialer operations which will lead to increased sales performance.Naturally great with people especially on the phoneExceptional, professional communication skills both written and verbalEffective presentation skills are essential for this positionSkilled in developing and maintaining key professional customer relationshipsAbility to think logically, communicate clearly and diplomatically with a wide range of users ranging from RAs to Executive Management and ClientsExcellent analytical, problem solving, and troubleshooting skills- ability to define problems, collect data, establish facts and draw conclusionsAbility to self manage, self motivate and be accountable for assignments and related deadlinesCompetent with Windows and Microsoft office products5-8 years experience in a outbound salesPreferredExtensive Sales background in dialer operations. Associated topics: administrative, branch manager, manager, sales director, sales leader, sales manager, shift lead, team lead, team leader, territory manager

Keywords: The Results Companies, Lee's Summit , Operations Sales Manager, Sales , Lees Summit, Missouri

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