Partners with cross functional business units to ensure that processes support expansion of product suite, attainment of revenue targets, retention of existing clients, management of client discounts, and maintenance of quality service standards.Works with leadership team to monitor key performance indicators and implements corrective measures to ensure achievement of organizational objectives within designated budget.Leads the team to achieve client satisfaction and retention goals using key metrics to measure performance.Creates and fosters an environment that leads to a highly engaged and productive workforce.
SENIOR CALLCENTER MANAGER PROFESSIONAL
Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional development. Recruits, selects, hires and evaluates performance of personnel to ensure all department needs are handled appropriately.Manages the team and executes strategies to ensure client needs are met and business targets are achieved.Drives and supports upsell initiatives by identifying client needs and offering product solutions that help the client succeed Implements continuous process improvement, including adaptation of technologies, to effectively support the multi-product service model. Participates in the creation of strategies and operating practices to ensure that standards of client service are met or exceeded. Works with leadership of product specialists to attain established business targets including profitability, client retention, and growth. Provides direction, guidance, support, and development to the team in order to deliver on our service promise to be a proactive partner and earn the mid-market clients' business for life. Monthly team outings (ball games, casino night, hikes, etc.**This position is On Site in Albuquerque, NM**.Paid charity and volunteer days (local mentor programs, adopt a pet, beach cleanup, etc.).Virtual workout classes hosted by professional instructors (yoga, kickboxing & circuit training).Fully stocked kitchens with snacks & drinks.Award winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA).401(k) company match plan – fully vested day 1.
Industry leading medical, dental, and vision plans + generous parental leave.Unlimited PTO – take a break when you need it!.Strong communication skills and experience leading and coordinating broad business reviews.Experience in developing requirements and formulating business metrics for reporting familiarity with data visualization tools like Tableau.Strong Excel skills, including deep understanding of advanced formulas, pivot tables and charting/graphing capabilities.Experience with Tableau external tools/programs.B2C / indoor sales / consumer / customer acquisition experience.Ability to diagnose complex quantitative data and present findings in a clear and concise manner.Well versed in business analyst/data analyst/statistical analysis or related role.Bachelor's degree in Business Administration, Finance/Economics, or related field.Display excellent business acumen, communication skills and the ability to work with business leaders to deep-dive analytical problems and develop data-driven solutions.Help identify opportunities to maximize productivity, revenue, and gross profit.Responsible for creating reports, diagnosing analytics and providing data-driven insights to support marketing and sales programs.Interface directly with partners, clients, and vendors to collect data, improve systems, etc.Provide ad hoc support to sales leadership as it pertains to policy development, data/gap/trending analysis, etc.Liaise with support teams to ensure information is channeled to the appropriate stakeholders.
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