Call Center Sales Manager
California Cryobank - Los Angeles, CA

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This position will manage strategic day-to-day operations of the customer/call center.

Essential Duties and Responsibilities include:
  • Partners with senior management to align call center practices, processes and systems with corporate objectives.
  • Develops, implements and manages strategic sales plans to achieve corporate goals.
  • Designs and prepares daily, weekly, and monthly call center operational & sales reporting for senior management (sales volume, hold time, dropped calls, call volume, etc.).
  • Analyzes call center performance trends to improve call center performance.
  • Establishes, implements, and manages call quality program to ensure effective customer service levels, technical accuracy, and conformity to company policies.
  • Designs, develops and administers training curriculum and materials.
  • Generates and implements improvement projects that enhance service processes, increase customer satisfaction, and reduce cost.
  • Fosters a team culture to ensure a customer-focused, service-delivery environment.
  • Coaches, counsels, and develops the call center staff.
  • Provides support and recommends corrective services to address customer complaints/issues.
  • Develops, maintains and adjusts staffing schedule based on daily sales volume, sales promotions, and telephone system data to ensure effective customer service levels.
  • Maintains call distribution by configuring the telephone system to automatically distribute calls uniformly among client consultants.
  • Works with marketing and IT to develop the optimal recorded announcements and menus, and makes changes as necessary (holidays, day of week, etc.), including IVR and ACD phone systems.
  • Takes client calls and places orders when necessary based on staffing and call volume.
  • Other duties and projects as required.
  • Bachelor's degree
  • Minimum 8-10 years related experience and training in call center management (both inbound/outbound calls)
  • Proven experience with call center technologies, practices, and methodologies and successfully leading call centers to deliver superior service quality
  • Excellent verbal and written communication skills
  • Strong analytical and critical thinking skills to solve problems
  • Ability to multi-task and prioritize without constant supervision and direction
  • Excellent interpersonal skills to interact with peers, management, and clients
  • Very detail-oriented & organized
  • Comfortable using: MS Suite (especially Excel, PowerPoint, and Word)

California Cryobank - 19 months ago - save job
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