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/MSO
Vision Statement
Our 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 Overview
The 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 Responsibilities
- Reviews and analyzes program performance to determine program needs
- Site level communication for file movement / agent movement
- Real time movement instruction & support to the site
- Analysis & Accountability to file performance while incorporating operations KPIs
- NLY, Contact Penetration, File penetration, SPH, Conversion, CPH
- Outlier file management; if CPH drops or performance KPIs make recommendations on movement
- CPH in site Outlier management
- Interval analysis- hourly, weekly, DOW, WOM
- Make/Model trending & analysis
- Create power hour details
- Create countdowns of sales needed for closing files
- Hours 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 objectives
NLY, Contact Penetration, File penetration, SPH, Conversion, CPH - Monthly trending
- Provide read out of trending on all KPIs
- Recommendations for improvement/changes
- Real time agent state monitoring
- CMS constant monitoring of wait times/ACW
- Outlier management of agents with time in excess
- Create watch list and manage
- POC between site and RCC for technical issues
- Join support bridge calls for outages when needed
- Being able to fill in detail an outage form with information needed for RCC or Help Desk
Qualifications
- Strong 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 phone
- Exceptional, professional communication skills both written and verbal
- Effective presentation skills are essential for this position
- Skilled in developing and maintaining key professional customer relationships
- Ability to think logically, communicate clearly and diplomatically with a wide range of users ranging from RAs to Executive Management and Clients
- Excellent analytical, problem solving, and troubleshooting skills- ability to define problems, collect data, establish facts and draw conclusions
- Ability to self manage, self motivate and be accountable for assignments and related deadlines
- Competent with Windows and Microsoft office products
- 5-8 years experience in a outbound sales
Preferred
Extensive Sales background in dialer operations.
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability