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CALL CENTER SALES AND SERVICE MANAGER

Location:Hillsborough, NC
Benefits:SEE FULL TIME BENEFITS SECTION
Employment Type:Full Time
Department:Call Center
Description:

Serves customers by guiding and ensuring adherence to call center operations and strategies; improving systems and processes; establishing service and sales goals to ensure ongoing revenue growth and legendary service standards. Helps to create and maintain a environment of authenticity through expert knowledge of Soccer, Lacrosse and Rugby.

Duties:
    •Manages , directs and leads the supervisory staff (leads) and President’s Office
    •Collaboratively with the Manager of Training and Quality communicates with, motivates and rewards associates to make Sports Endeavors the preferred place to work. This may include creating incentives, holding contest and similar activities to create a challenging and fun work environment.
    •Continuously review and take appropriate action to improve or highlight representative statistics, including: inbound calls handled, schedule adherence, productivity, first call resolution, total sales and conversion rates by sales type (club memberships, specials etc).
    •Achieves organization goals by accepting ownership for accomplishing new and innovative requests; exploring opportunities to add value to job accomplishments.
    •Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
    •Assists in determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
    •Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; identifying and recommending needed and relevant upgrades.
    •Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and developing employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
    •Meets call center financial objectives by estimating requirements; adhering to annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
    •Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
    •Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
    •Exemplifies passion for Soccer, Lacrosse and Rugby through a thorough knowledge and demonstrated love of the sports.
Qualifications:
    •3 years Call Center Management Experience
    •College Degree Required in Communications or Business Administration
    •Proven Customer Focus, Exceptional Customer Service Skills, Excellent Verbal and Written Communication Skills, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence
    •3-5 years experience playing/coaching Rugby and/or Lacrosse


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