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Contact Center Manager

Company: Crisp Connections
Location: Memphis
Posted on: October 12, 2019

Job Description:

Our ideal Contact Center Sales Manager is someone with 3-5 years Contact Center Management experience. The CCM for us will be able to grow an excellent Sales Team through coaching, enforcing proper protocol and processes, monitoring the training and coaching practices of his/her Team Leads while managing the budget and sales growth of the department.
Monitor Employee PerformanceManage the Contact Center Sales Agents and Associate Support Personnel through subordinate Team LeadersEnsure that Sales Agents are meeting or exceeding call volume requirements and achieving sales goals based on conversion numbers, hours and call volume
Monitor QualityEnsure the proper protocol and processes are being enforced through subordinate quality team
ReportingInterpret Contact Center Sales Agents individual reports, take action and make changes based on resultsPresent individual reports, team reports, and overall sales/statistics to senior level management in weekly, monthly, quarterly meetings either via conference call or off site
Processes & OperationsDevelop and implement improvements to processes and operations to enhance efficiency and effectivenessUnderstand specific goals of the call center and identify gaps in performance, productivity, quality and cost at all levelsIdentify opportunities to maximize efficiency on all levels
Campaign Management Implement all new campaigns derived from marketing department through subordinate team leadsWork with team leads to assign Sales Agents to specific campaigns as needed to maximize overall efficiencyTrain team leaders on implementing and enforcing new campaign scripts and processes
Coaching & Maintaining Employee Morale Maintain positive, consistent and effective means of communicationDevelop and organize motivational incentives and programsCoach and motivate representatives to meet and exceed sales performance goalsPromote the highest level of ethical & professional conduct
Technology/SoftwareWork with IT on troubleshooting issues with software or phone system when problems ariseEnsure that all elements of contact center are fully functional

Keywords: Crisp Connections, Memphis , Contact Center Manager, Executive , Memphis, Tennessee

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