16 ene
Meridian Tax Relief
Tijuana
Responsibilities
OPERATIONS MANAGER SUPPORTING INDIVIDUALS & SMALL BUSINESS CLIENTS
- The Call Center Sales Manager oversees all aspects of our call center team
- As a sales manager, you will ensure an exceptional customer experience in all customer touch-points, including phone service and digital communication channels
- This involves managing a team of supervisors to help develop efficient operations, promote sales and customer and services
- You will work to continuously improve client metrics by providing leadership, direction, and motivation to the workforce
- Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment
- The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide
- Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports
- Operations Managers work closely with the site director and client account managers to ensureadherence to corporate policies and procedures and the health of the account
- Lead 5-10 team leads responsible for inbound and outbound representatives
- Responsible for coaching and developing sales teams
- Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
- Drive a culture of accountability, continuous improvement, and personal excellence
- Directs workforce management activities and sets performance goals and objectives accordingly
- Develop and maintain strategy on ensuring customer satisfaction on all service interaction
- Provide team motivation and development to maximize sales opportunities
- Responsible for the overall performance and productivity of direct reports
- Responsible for weekly payroll review and submission to ensure correct entries
- Responsible for driving the growth of revenue and profit originating from a call center
- Proven ability to meet performance, efficiency, and quality assurance targets
- Monitoring of individual and team results to identify and act on both positive and negative performance
- Communicate key messages effectively to ensure that direct reports are informed of process changes
- Provide regular feedback to supervisors regarding performance wins and areas of opportunity
- Work with other departments in the organization, such as quality assurance, training, IT, and marketing.
- Develop and audit quality assurance strategies to ensure the delivery of world-class service
- Determining work procedures, preparing work schedules, and expediting workflow
- Responsible for hiring, coaching and terminating call center employees
- Become a Subject matter expert(American Tax Rules, Regulations & Resolution)
- Other duties and responsibilities as assigned
- While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset
**Job Types**: Full-time, Commission
Pay: $25,000.00 - $50,000.00 per month
COVID-19 considerations:
Please come with do not come if you or some one you have been exposed to is symptomatic of COVID.
Ability to commute/relocate:
- 22000, Tijuana, B.C.
:
Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- Must show be able to display a common knowledge of the American Tax System who the IRS is, and provide a basic knowledge of financial literacy.
**Experience**:
- Large Team Management: 5 years (required)
**Language**:
- English (required)
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.