Contact Centre Manager Inbound Sales

Overview of Role:

We have an exciting opportunity to join our growing Inbound Sales team here in National Pen. This is a great opportunity to progress your career and become one of our next Contact Centre Managers in our Inbound Sales Department.

The ideal candidate will be a sales focused individual who is motivated to manage a team of Supervisors, Team Leaders, and Agents to continually meet and exceed sales targets, KPIs and SLA’S.  You will play a key part in managing your team, analyzing metrics and performance to continually grow our sales operations.

You will provide support, effective guidance, training, and direction to our well-established Inbound Sales teams to work together to achieve our Company goals.

You will play a significant role in our Contact Centre Operations and be a part of implementing our strategic goals, working closely with Senior Management to achieve this.  

Responsibilities:

• Directly manage a team of Supervisors, Team leads and overseeing the agent teams by conducting weekly KPI performance reviews, pipeline reviews and through constant coaching, mentoring, and motivating.  
• Responsible for the department hiring, training, retention, and succession planning to achieve company growth targets 
• Mentors Contact Centre Supervisors and Team Leads to further develop their management and business operational skills
• Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives
• Collaborates with executive management to build the contact center operations strategy and infrastructure in a rapid-growth environment
• Monitors employee productivity and motivate team to reach daily, monthly, and quarterly targets.  Create and manage KPIs
• Implements and maintains a challenging and rewarding incentive program to improve overall performance 
• Provides ad hoc and formal feedback to team, including development feedback 
• Works company-wide to improve business efficiencies and maintain a positive customer experience
• Ensures policies and procedures are adhered to daily 
• Forecasts quarterly and yearly business revenue, driving significant growth year over year 
• Strategizes and creatively implement change to continually grow the business 
• Makes decisions quickly
• Ensures Supervisors are listening to calls to assess customer service levels and provides feedback as necessary.  
• Responsible for meeting contact centre operational standards, maintaining employee service levels, and improving quality of service
• Contributes to team effort by assisting other departments in accomplishing their respective goals and performing projects as assigned
• Maintains professional and technical knowledge by attending industry workshops, staying up to date on industry tends 
• Performs other duties as assigned

• 5+ years call center management experience leading people leaders.
• 2+ years of direct Inbound / outbound sales or collections managerial experience
• Direct inbound/outbound sales or collections managerial experience of 2+ years
• Ability to implement creative innovative solutions 
• Demonstrated success in effective leadership
• Proactive in thought and action, always striving to improve process and procedure
• Strong financial and analytical skills
• Motivating and results driven leader
• Strong interpersonal skills, ability to collaborate across the organization
• Excellent verbal and written communication skills
• Experience in developing KPIs and its management.