Responsibilities
- Supervise, lead and inspire your team to ensure they regularly meet/exceed sales
- Develop all team leads to ensure top performance
- Monitor all staff to assess developmental needs, to improve performance
- Day to day management of account and related issues
- Help provide training and development and conduct regular appraisals with team
- Monitor, measure, report & analyze data to improve call centre performance
- Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
- Monitor and take action on TKS, personnel and payroll issues.
- Conduct performance appraisals annually.
- Responsible for staffing and hiring.
- Maintain current employee records on direct reports.
- Review CMS statistics on a daily basis and provide constructive feedback.
- Provide Subject Matter Expertise.
- Ensure training needs of subordinates are met.
- Modify operations as needed to meet service level agreements under supervision of Operations Manager.
- Successfully complete all client related training.
- Resolve escalated customer issues.
- Hold team meetings on a regular basis with direct reports.
- Communicate all process and client changes to direct reports within specific timeliness
Requirements
- At least 2 years experience as an Operations/Program Manager specializing in inbound sales Telecommunications account
- Excellent communications skills
- Strong customer service and sales background
- Good leadership and interpersonal skills
- Must have passed AT&T certification (for internals)
- No escalation or corrective documentation issued in the past 3 months
- Role Model (leadership by example)
- Professional demeanor
- Up to date management skills and understanding of employee motivation
- Sense of urgency and responsibility
- Understanding of key performance indicators including the working knowledge to drive appropriate behavior
- Willing to work on a split day-off schedule
Nice to Have
- Bachelor’s degree (any field) is preferred
Additional Information
- Willing to work on a split day-off schedule
