Floor Operations Supervisor
4 weeks ago
Job Brief:
We are seeking a highly skilled Sales and Operations Manager to oversee the daily operations and personnel of our call center. The successful candidate will be responsible for utilizing technology to maximize efficiency and productivity, as well as ensuring that staff are well-organized and effective in their roles.
A successful Sales and Operations Manager must be an organized, reliable, and results-driven professional with a practical mind to solve problems and an ability to see the big picture. They must also possess excellent sales call knowledge and communication skills.
Key Responsibilities:
- Develop objectives for the call center's day-to-day activities
- Focus on achieving monthly sales targets
- Conduct effective resource planning to maximize productivity
- Collect and analyze call center statistics
- Assume responsibility of budgeting and tracking expenses
- Hire, coach, and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling, and other procedures
- Evaluate performance using key metrics
- Prepare reports for different departments or upper management
Requirements:
- Proven experience as a call center manager or similar position
- Experience in sales processes is required
- Knowledge of performance evaluation and sales metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient attitude
- High school diploma or equivalent; Higher degree in a relevant discipline is appreciated
- Certified Call Center Manager (e.g., CCCM) or equivalent qualification is a plus
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