Operations Manager

We are immediately seeking a hands-on and analytical Operations Manager (Director of Sales and Operations) to fill a critical role within the company. The Operations Manager will be working on optimizing business processes with focus on increasing sales, reducing costs, increasing team's efficiency, and improving client experience. The position will ensure front line product and service delivery in our call centre through managing the day to day activities of the client experience team in a fast paced, target driven sales environment. This is an excellent opportunity for a smart, ambitious, analytical, solutions-oriented team player with polished communication skills who is eager to take on a leadership role.

So, if you have the desire to innovate and have always wanted to be part of a tight entrepreneurial team, this is your chance.

SALSES MANAGER RESPONSIBILITIES:

·         Achieving targeted revenue and client conversion ratios in our call centre

·         The Operations Manager will drive the delivery of existing products and services to achieve and exceed revenue targets

·         Develop and implement new products and existing product enhancements to create new revenue and service opportunities for the organization

·         Gain insights from data by developing actionable reports, metrics, and KPIs. The Operations Manager will help with lead improvement initiatives to ensure goals are met that support achievement of company financial objectives and client satisfaction

·         The Operations Manager will improve the operational systems, processes and policies in our call centre in support of the organization’s mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.

·         Play a significant role in long-term planning, including an initiative geared toward operational excellence.

·         The Operations Manager will ensure compliance with the company’s policies while maintaining the highest level of client satisfaction.

·         Work with technology, accounting, and other company departments to ensure order data integrity across all company’s systems. The Operations Manager will standardize, document, and improve operating procedures.

·         Comprehensive lead management, including monitoring and reporting lead performance

·         Coaching and mentoring call centre team on closing techniques and prospect management

·         The Operations Manager will manage performance standards and conducting staff evaluations.

·         Working closely with executive management team to ensure effective inter-departmental alignment 

OPERATIONS MANAGER QUALIFICATIONS:

·         Bachelor’s degree in related field is required.

·         Extensive experience with call centre infrastructure and technology required

·         Experience of working in CRM, ERP or similar enterprise-class systems. Prior experience with IT-related projects like system upgrade or new implementation is a plus.

·         Strong analytical skills and experience working with large and complex data sets including exporting, merging, organizing, analyzing and transforming data into actionable information. Strong Excel skills are required.

·         5-7+ years of relevant business experience. Solid understanding of core business functions with ability to find and apply best practices in client service, operations, supply chain, and supplier management areas.

·         Must demonstrate leadership, judgment, and ability to resolve complex situations with employees, clients, and vendors. Experience working in entrepreneurial organizations or within cross-functional project groups is a plus.

·         A team player with proven ability to wear multiple hats and thrive in fast-pace environment.

·         Strong project management skills.

·         Track record in identifying opportunities and implementing process improvement initiatives throughout professional career.

·         Good written and verbal communication skills with strong interpersonal skills     

·         Must be very versed in KPI’s systems, Metrics, Quality Assurance and Compliance

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