Description:
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AboutthisJob:*
The Director of Sales Operations will oversee all day-to-day aspects of the sales function in the contact center. This position will act as the point of contact for all contact center sales related issues, programs, training, and development.
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What you will do:*
- Train, develop, certify, and lead sales supervisors
- Oversee day-to-day unit operations and key performance metrics
- Responsible for the daily execution of operational procedures within the sales operation
- Ensure all client “rules of engagement” and call flows are followed
- Responsible for service level attainment and proper scheduling of agents for sales operations
- Responsible for setting team goals and ensuring individual goals are aligned to ONE’s expectations
- Execution of ONE’s quality coaching programs
- Prepare and evaluate daily call center performance reports by collecting, analyzing, and summarizing data and trends and recommend areas for improvement
- Interface with SLT to plan and control implementation and contribute information and analysis to support strategic planning initiatives
- Review all QA documents and ensure they are completed and delivered to client, when applicable
- Work with QA supervisor to schedule and take part in call calibration sessions (with client, when applicable)
- Work directly with client to troubleshoot contact center/member issues that arise
- Communicate and follow up with any IT (system and telephony) related issues, ensuring business continuity
- Ensure that agents are properly aligned in the correct program and supervisor
- Responsible for their team’s execution on interviewing, hiring, training, coaching, and when necessary, utilizing corrective action with agents and supervisors
- Manage capacity planning and scheduling to ensure adequate coverage for all client campaigns
- Review and reconcile agent commission statements
- Accomplish organizational goals by accepting ownership of new requests and explore opportunities to add value
- Make recommendations for system improvements
- Performs other related duties as assigned
Requirements:Qualifications:
- 5+ years of successful sales management experience in a contact center environment
- Solid understanding of contact center technology, terminology, and environment
- Proven track record of increasing sales in a phone-based environment
- Exceptional leadership development skills
- Ability to think strategically and manage towards established goals
- Excellent verbal, telephone, and written communication skills
Preferred Skills/Abilities:
- Bachelor’s degree in marketing, sales, business administration or related field
- 2+ years’ travel/leisure or similar sales experience
- Knowledgeable in Microsoft Office skills
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
About ONE:
Welcome to ONE! While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique programs and products combined with next generation technology. With over 30 years of experience with some of the world’s most respected brands in the travel, finance, entertainment, technology, education and retail industries, we’re a leader in the loyalty travel solutions space.
Join us and get ready to grow with us! Our passionate and talented team members encourage a collaborative work environment where ideas and innovation have no limit. We’re always looking for awesome new people to come aboard!
We hope to welcome you to the team soon!
What We Offer:
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Exclusive Team Member Travel Discounts
- Affordable Medical Insurance
- 100% Employer Paid Dental and Vision Insurance
- HSA with Company Contribution
- 401(k)
- Basic and Voluntary Life & AD&D
- Short term and Long-Term Disability