Customer Base Operations Manager in Augusta, GA at WOW!

Date Posted: 1/3/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Augusta, GA
  • Experience:
    Not Specified
  • Date Posted:
    1/3/2021
  • Job ID:
    REQ-2020-1021

Job Description

The Customer Base Operations Manager is responsible for achieving call center retention, sales and revenue objectives, including revenue generation achieved with designated outsourced business partners. The Customer Base Operations Manager provides oversight to the performance of call center retention and sales and revenue objectives include save rates, conversion rates, new connects, upgrades, of all new products and all related service level metrics. 

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Ensure the highest quality of customer experience as measured by CSI scores.
  • Achieve all department and company retention and sales goals and initiatives with business partners
  • Develop and sustain a positive sales culture, designed to achieve all company growth and retention initiatives
  • Ensure that all sales and retention employees are trained and coached to be aligned with sales and retention goals and objectives
  • Manage the complete sales process to ensure effective call flow, daily and weekly coaching, huddle content and recognition to reinforce excellent activity and execution
  • Routinely monitor Base Management team and individual performance for the purpose of measuring and improving results
  • Develop and correct frontline sales leadership, providing effective feedback and guidance to all team members
  • Evaluate and improve all relative procedures and processes impacting the Base Management department, recommending cost saving measures and enhanced recognition as needed 
  • Analyze and interpret call center Retention and Sales performance metrics as well as ensure frontline leadership and representatives  have access to accurate and complete key performance indicators both daily and weekly
  • Train frontline leaders to manage customer and employee relations issues, ensuring fair and timely resolution 
  • Monitor the overall headcount and staffing level of the department, working closely with resource management, to ensure expedient response times with all sales and loyalty opportunities
  • Develop and administer ongoing programs specific to the sales and retention teams designed to reward, motivate and recognize employees
  • Administrate all operational expenditures according to budgetary guidelines and department policy

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: 

  • Bachelor’s degree from a four-year college or university (preferably in a relevant business related field)

-Experience/Skills Needed:

  • 3-5 years related call center sales experience (including knowledge of all existing processes and procedures); or an equivalent combination of both education and experience
  • Extensive knowledge around building a winning sales culture and sustaining sales results/objectives
  • Must possess the ability to solve complex operational issues, creating and analyzing production metrics and data –recommending strategic and appropriate solutions   
  • Strong organization skills are required, with demonstrated ability to effectively handle multiple priorities and tasks
  • Must possess excellent communication skills (both verbal and written) and be able to communicate effectively with all levels of employees both individually and in small groups 
  • Must have a functional knowledge of co-employment guidelines and be able to foster trusting relationships with business partners
  • Must be able to perform all mathematical functions related to the calculation of all call center metrics and possess ability to perform complex mathematical functions  
  • Must be able to effectively drive call center revenue initiatives and recognition programs
  • Must be able to work cross functionally to manage projects from start to finish, and manage multiple projects simultaneously
  • Must be very detail oriented, able to multitask efficiently, and have proven ability to effectively manage time 
  • Must possess the ability to work independently (self-motivated), and adapt work schedule to achieve the needs of the department  
  • Must possess the ability to create and present information to groups of varying sizes

-Computer Skills:

  • Must possess excellent computer skills, with proven ability to learn new applications
  • Superior Microsoft Office skills (Word and Excel), are required 
  • Must be able to manipulate data as required for reports & presentations 

-Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to travel at least 50% of the time, up to 4 weeks at a time
  • Must be able to perform computer functions and operate routine office equipment
  • Regularly required to talk and hear
  • Required to use hands to type, handle objects and paperwork
  • Required to use close vision and be able to focus

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer

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