Job Description: The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
What you will do in this role: In everything we do, we believe in doing right by and for people – our clients, their customers, our people, our community, and our planet.
As an Sales Manager on our team, you will:
Management 30%
- Be responsible for all sales leads in our Valencia hub
- Manage directly small team of sales agents
- Monitor and report team performance (correct call treatment, case treatment…)
- Give agents feedback on their individual performance preferably on a weekly base to improve and motivate their daily work
- Motivate as a team leader and site leader controlling turnover and retaining potential and motivated team members
- Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changes
- Keep track of each agent’s training and training needs to improve technical and phone communication’s skills
- Participate in the recruitment process close to HR Department giving an update from the needs and interviewing as a second interview the candidates who passed the HR interview
- Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)
- Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics
Organisation 20%
- Organise and optimise shifts
- Changing agents’ settings in Symposium.
- Make sure processes and procedures are up to date and adhered to take overflow calls / tickets.
- Offer support in critical problems (case escala
📌 Sales Manager (Sant Boi de Llobregat)
🏢 Tech Sales Jobs
📍 Sant Boi de Llobregat
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