Call Center Operations Manager
Employeradnetwork
Costa Mesa, Ca
- Researched for, and selected two offshore BPO companies (located in the Philippines and the Dominican Republic) to qualify sales leads for the company.- Built two offshore sales teams by interviewing and hiring management staff and agents, growing from 1 team of 10 agents, 1 Project Manger, 1 team lead, and 1 QA Specialist to 2 teams totaling 80 agents, 3 Project Managers, 3 Team Leads, and 3 QA Specialists.- Responsible for training management staff and trainers.- Write opening and closing sales scripts that effectively convert leads into customers while contributing and executing ideas to increase sales.- Oversee, manage, and daily communicate with both offshore sales teams to ensure B2B sales performance goals are met.- Responsible for verifying weekly and monthly invoices and communicating with the finance department to ensure on-time bill pay.- After successfully growing by 450% in new deal revenue from July 2016 to March 2017, we were able to shift 100% of our sales opening to our offshore teams, allowing our in-house team to strictly close.- Created and enforce performance metrics and PIPs for our offshore sales teams, as well as our in-house closers.- Ensure our offshore teams are producing an average of 1 deal per agent per day, allowing for an acceptable ROI.- Grew call center production from 83 deals during the initial month of partnership and 0.59 average deals per agent per day to 703 deals in March, averaging 1 deal per agent per day.- Produce daily, bi-monthly, and monthly sales performance reports, analyzing them to ensure goals are met.- Track the daily, bi-monthly, and monthly performance of 33 in-house closers, providing feedback to improve their performance.- Hold monthly sales meetings with both offshore teams and our in-house closing team to discuss sales performance and improvement plans.- Main point of contact between our offshore teams and our company president, CFO, and CTO.