Telesales Operations Manager

<p>Responsibilities:</p> <p>• This position requires a strong sales desire while being quality and customer focused. Must have a positive attitude, a desire to succeed and be goal driven.</p> <p>• The Operations Manager role will be to proactively recruit, train, manage and instruct sales agents on offering products and services that add value and assist merchants through the application process.</p> <p>• The Operations Manager will be responsible in ensuring that a merchant's first customer interaction with a sales agent maintains a positive customer experience, enhancing the merchant's relationship with Occent Merchant Services and adhering to call center standards, policies, compliance and procedures.</p> <p>• In addition, the Operations Manager is the overall guru in guiding, directing, training, coaching, and monitoring sales agents in achieving exceptional customer experience and alignment with corporate tactical and strategic objectives.</p> <p>• This position is responsible for ensuring maximum service level, quality, customer satisfaction, financial drivers, productivity and sales/referral goals are met while also ensuring that all policies, procedures and controls are followed and all regulatory, legal, bank and audit requirements are met. </p> <p>• The Operations Manager is responsible for initiating, developing and implementing new processes and procedures to further enhance customer relationships in working towards sales goals. They will work with the Vice-President of Business Development and Marketing in order to deliver exceptional sales and support to merchants. This position is responsible for developing guidelines to handle complex interactions with merchants and to assist sales agents throughout the merchant application process. The Operations Manager should be able to effect change and support consistent service delivery and retention of merchants and sales agents. </p> <p>Attributes of a strong Operations Manager:</p> <ul> <li>• Be able to comfortably engage and direct sales agents with strong emphasis on retention and skill building </li> <li>• Know our business and can manage call center performance metrics, plus</li> <li>• Have a sense of Urgency</li> <li>• Knowing the numbers - can analyze and pinpoint business and people trends/issues</li> <li>• Willing to listen</li> <li>• Ability to communicate and set proper expectations</li> <li>• Know how to hold people accountable</li> <li>• Ability to execute business priorities (both tactical and strategic)</li> <li>• Ability to persuade or convince others to perform at expected levels</li> <li>• Is proactive</li> <li>• Can inspire</li> <li>• Is a risk taker</li> <li>• Be willing to do whatever necessary to meet sales goals and initiatives</li> </ul> <p>Requirements:</p> <ul> <li>• BS/BA Degree required and advanced degree preferred (or equivalent experience) </li> <li>• 4-7 years call center, business process or operations experience</li> <li>• Proven ability to lead, manage, and develop outstanding employees in order to create a high performing team</li> <li>• Superior problem solving skills and capability of coaching/leading sales agents</li> <li>• Superior written and oral communication skills to be used at all levels within the firm</li> <li>• Superior decision making and incorporation of collaboration when leading sales agents, and assisting merchants</li> <li>• Ability to achieve bottom line results through coaching, performance management, modeling behaviors, preparation and follow-up of development plans for each sales agent, incorporating development opportunities personally and as leaders in the firm</li> <li>• Ability to drive sales goals</li> <li>• Project Management experience is ideal </li> <li>• Ability to coach/mentor/lead/collaborate with more than one team to identify merchant needs, team member needs, and finding appropriate solutions resulting in an excellent merchant and employee experience that generates additional revenue and growth, as measured by metric goal achievements</li> <li>• Strong computer skills including Microsoft Office (Power Point, Excel, Word)</li> <li>• High proficiency in problem solving, negotiation skills, and strategic management</li> <li>• Ability to deal with difficult merchant issues and ensuring a positive customer experience</li> <li>• Excellent interpersonal skills with the ability to build trust and credibility among team members</li> <li>• Must be intuitive and responsive to the needs of their staff and customer base</li> <li>• Must show continued desire for self-improvement and training as opportunities arise </li> <li>• Must have the ability to accept empowerment to create new tactics and procedures that will be value-added for customer experience</li> <li>• Must have the ability to independently identify problems and provide resolutions</li> <li>• Must be willing to work in Makati City</li> <li>• Must be willing to interact with the US office on a regular basis and work with sales agents during US working hours</li>Back to Careers