Determines 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. Partner with the IT teams to develop and prepare business requirements and scope for new system enhancement, features or capabilities to improve the overall efficiency, productivity and quality of the call center.Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Monitor multiple programs within the Department to ensure that milestones and deliverables are achieved according to the quality standards and Key Performance Indicators. Drive initiatives in the management team and organizationally that contribute to long-term operational excellence that will allow for scalable growth. Support long-term strategy.Expected to provide ad hoc analysis of trends and forecasting.Recognition of potential business issues and prioritization as applicable. Approve and maintain internal Standard Operating Procedures (SOPs).

Overseeing the functions of the storeStrategizing sales and marketing plans to drive revenue into the storeIdentifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirementsRecruiting and training employees of the storeCompletes store operational requirements by scheduling and assigning employees; following up on work resultsMaintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job resultsAllocating budgets and planning the finances of the storeEvaluating sales reports and customer feedbackPlanning new implementations and ideas to increase footfall of the storeControlling the store inventory and ensuring the maintenance of the standards of goodsSecures merchandise by implementing security systems and measures.Studying market reports and competitor strategiesMaintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.

Direct sales of our ERP and MES software solutions.Completion of prospect RFP/RFI’sIncludes some direct lead generation and prospecting.Express technology and product positioning to both businesses and technical users.Identify technical issues to maintain customer satisfaction through all stages of the sales process and sales cycle.

- Coordinate sales action plans for individual agents- Oversee the activities and performance of the Insurance team- Ensure sales team has the necessary resources to perform properly- Monitor the achievement of sales objectives by the sales team- Liaise with other Club functions to ensure achievement of sales objectives- Evaluate performance of sales staff - Provide feedback, support and coaching to the sales team - Plan and direct sales team training - Coordinate and monitor online sales activity - Investigate lost sales/quotes and track, collate and interpret sales figures - Forecast annual, quarterly and monthly sales revenue - Generate timely sales reports- Formulate sales policies and procedures - Help prepare budgets - Control expenses and monitor budgets - Conduct market research and competitor and customer analysis - Analyze data to identify sales opportunities - Develop promotional ideas and material in conjunction with Marketing - Cultivate effective business relationships within the Club's territory - Create innovative and creative lead generation programs - Promote and organize outside sales activities for agents