Telemarketing – Operations Manager
Code: TM-OM |
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| Job Description: |
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| The Operations Manager will lead a team of Telemarketing Supervisors. Responsibilities include the development of staff and processes to ensure high quality service to all customers and to enhance sales performance. He/she will directly report to the Operations Director |
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| Job Responsibilities: |
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Allocate to meet unit sales and business goals |
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Mentor, train, and coach Supervisors and Telemarketing Representatives to foster development and professional growth |
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Initiate and foster teamwork within the team and with other teams to create and maintain an environment of partnership, quality service, and superior sales results |
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Serve as an expert resource on sales process, procedures, and techniques by maintaining and enhancing product, process, communication and sales skills |
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Develop performance measures for team and individuals and monitor progress toward these goals |
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Conduct team meetings to keep staff informed regarding results and any process, procedural or policy changes |
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Provide input into all hiring, promotions, compensation and termination decisions for team |
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Identify training/development needs within the team and coordinate resources to conduct necessary training |
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Review day to day operations and quality to ensure adherence to all policies, procedures, and programs |
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Ensure unit & departmental performance measures are met or exceeded |
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Continually investigate and introduce process improvement measures and present suggestions to the Telemarketing-Operations Director for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably in Business Management/Administration or any business-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 5 years of management experience with a minimum of 3 years in successfully managing a medium to large-scale telemarketing operational department |
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Expert level knowledge of telemarketing techniques, systems, policies, and procedures; expert level knowledge and extensive understanding of sales, marketing, and account management concepts and techniques |
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Demonstrated strong analytical skills, and significant experience with project and staff management |
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Proven ability to develop and produce reports from existing systems, analyze them and make recommendations; must be able to work and produce results under pressure |
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Proven ability to resolve conflicts and recognize opportunities to be a solutions provider |
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Proven ability to select, train, motivate, and guide subordinates toward future development, including discipline and corrective action necessary to increase productivity; demonstrated exceptional skills in achieving team objectives |
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Demonstrated proficiency in PC applications and all information systems used in the telemarketing company |
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Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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