Project Manager (CRM/IVR)
Prosum Technology Services - El Segundo, CA

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Direct Sales Senior Manager - CRM

Position Overview

The Sr. Manager will have the responsibility of managing projects and overseeing operational support for the Direct Sales channel including support of the CRM system for the Sales & Marketing Operations team. The Sr. Manager will be responsible for the systems/applications including; offer changes, functionality enhancements and day-to-day support of CRM and IVR implementation and process improvements.

The area of support for CRM includes Jacada, SalesForce.com, and creation of policies and procedures to maintain the systems. The Sr. Manager will prioritize all elements of project implementation and ensure department standards are met. Additionally, the role will own multiple system related projects and will be responsible for system enhancements to decrease call handle time and increase sales for the business.

Due to the fast-moving competitive industry and company, the Sr. Manager must be able to make appropriate decisions quickly when prioritizations of projects change.

This person will be responsible for creating and managing policies and procedures to maintain the system. Prior knowledge of call center operations/functions and scripting tools would be helpful in this role, as well as understanding call center infrastructure.

The position will require travel approximately once a quarter to call centers, and increase to 50% when product enhancements/modifications are being rolled out.

Responsibilities
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Manage a team to support the CRM and IVR operations for the business
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Launch key initiatives by leading a project team consisting of internal and external resources, coordinating with third party partners (data aggregators, call centers, et al), and working with internal functional departments (Marketing, Sales, Customer Service, Home Services, Legal, IT)
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Manage and prioritize the roadmap to improve the Direct Sales business including launching new call centers, enhancing system functionality and implementing offer changes
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Manage IVR projects for the Sales & Marketing organization
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Manage the business by analyzing and communicating program results, recommend enhancements to achieve higher sales rates and reduce customer churn
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Identify issues, provide solutions and report to Senior Management as needed
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Develop and maintain project documentation, i.e. project plans, agendas, action item lists and business rules/requirements.
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Conduct best practices reviews to identify areas for improvement.
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Prepare launch checklists, develop specification requirements and create contingency plans
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Manage the user acceptance testing for the CRM and IVR projects and participate in UAT efforts
Background Required
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10-15 years relevant experience (small and large-scale, multi-disciplinary Project Management, Business Analysis, Sales Operations, etc.) required
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Prior experience in sales operations or related industry
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Prior project experience related to CRM, IVR Call Center
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Familiarity with call center operations and metrics preferred
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Demonstrated ability to analyze complex issues and design appropriate solutions
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Ability to synthesize information and develop creative solutions to meet business objectives
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Strong problem solving and analytical skills, including a qualitative and quantitative skill set
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Demonstrated success in leading teams; work effectively with business and technical managers
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Ability to manage heavy work load, accommodate change and adapt accordingly
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Excellent communication skills, including ability to tailor communication
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Experience with public speaking and presentation skills
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Bachelors Degree required
Attributes for Success
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Executes: Action orientated, efficient, sets clear goals, follows through, and focuses on result
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Self-Starter: Self-motivated with energy and drive; willing to make decisions and take action
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Drives Change: Detail oriented with a focus on constant improvement to derive results. Is flexible and adapts quickly
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Thinks Broadly: Insightful and looks for ways to incorporate new, improved thinking
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Solves Problems: Looks beyond symptoms to analyze and resolve problems at the root
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Leadership Qualities, including relationship building, meeting facilitation, time management, organizational skills and ability to influence others

Prosum Technology Services - 11 months ago - save job - block
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