Oct 07, 2019
CALL CENTER OPERATIONS IN MAKATI. We are a leading disruptive social media operation looking for an experienced DIRECTOR OF CUSTOMER SERVICE & SALES / CALL CENTER OPERATIONS to rapidly scale our call center
MBA or Bachelor’s Degree preferred.
Minimum 5 years experience in a management capacity for a 100+ person contact center.
SDR (Sales Development Representative) sales experience preferred but not required with sufficient contact center experience.
Extensive knowledge of current call center technologies, best practices, budgeting, staffing, and operational metrics.
Recruit, hire, train, monitor and instill pride and esprit-de-corps in a professional international call center to consistently provide customer service and outbound sales experience that is personalized with trusted professional customer service and advice and assistance to our nationwide customers in the USA.
Provide leadership and effective communication across multiple levels of staff (agents, team leads and supervisors).
Develop and enhance sales force capabilities through appointment setting by demonstrating hands-on consistent management practices that identify areas of excellence while fostering an environment of continuous improvement through coaching, KPI development, goal setting, performance evaluations, and incentive systems.
Maintain a positive work environment that supports a quality driven team and identify any issues that may inhibit an individual's or the team's performance.
Effectively use all channels of communication to inform and motivate staff through one-on-ones, staff meetings and written communications.
Effectively recruit and hire qualified staff in Makati Philpinies and provide for their training and development fostering a cohesive and supportive team environment.
Assign priorities and make decisions that are consistent with the company's mission and strategic goals.
Execute on sales strategies to achieve or exceed sales results and improvement initiatives.
Proactively share thoughts/concerns/issues with regards to the design and/or marketing of the company's product portfolio and consistently solicits input from staff/customers.
Perform other related duties as required to achieve the goals and objectives of the company and department.
Continuously improve our customer's overall experience via training, technology, and other methods while meeting SLAs and KPIs including average call handling time, average talk time, wait time, follow-up calls, sales conversions, and overall productivity.
Understands the competitive landscape and assists in uncovering market niches actively pursues growth opportunities, and creatively experiments with new
Provide ongoing evaluation of the strategy and effectiveness of call center programs, as well as communication of policies and procedures.
Performance and Cross-Functional Management:
Interact with Marketing, Finance, and Information Technology to ensure effective integration of system and operational procedures needed to support and grow the company’s international sales and production.
Work with senior management to develop the annual plan and P&L for call center operations.
Source, maintain and manage outside call center vendors and service
Project manage new initiatives and lead through change.
Responsible for partnering with relevant departments to monitor and ensure compliance from a legal, regulatory, tax, and accounting perspectives.
Top Reasons to Work with Us:
Impactful and meaningful work
Outstanding work environment
If you meet our stated requirements, submit your resume and a real person will review and reply!