Description de l'annonce:

Overview of Role:

We have an exciting opportunity to join our growing Inbound Sales team here in National Pen. This is a great opportunity to progress your career and become one of our next Contact Centre Managers in our Inbound Sales Department.

The ideal candidate will be a sales focused individual who is motivated to manage a team of Supervisors, Team Leaders, and Agents to continually meet and exceed sales targets, KPIs and SLA’S.  You will play a key part in managing your team, analyzing metrics and performance to continually grow our sales operations.

You will provide support, effective guidance, training, and direction to our well-established Inbound Sales teams to work together to achieve our Company goals.

You will play a significant role in our Contact Centre Operations and be a part of implementing our strategic goals, working closely with Senior Management to achieve this.  

Responsibilities:

• Directly manage a team of Supervisors, Team leads and overseeing the agent teams by conducting weekly KPI performance reviews, pipeline reviews and through constant coaching, mentoring, and motivating. 
• Responsible for the department hiring, training, retention, and succession planning to achieve company growth targets 
• Mentors Contact Centre Supervisors and Team Leads to further develop their management and business operational skills
• Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives
• Collaborates with executive management to build the contact center operations strategy and infrastructure in a rapid-growth environment
• Monitors employee productivity and motivate team to reach daily, monthly, and quarterly targets. Create and manage KPIs
• Implements and maintains a challenging and rewarding incentive program to improve overall performance 
• Provides ad hoc and formal feedback to team, including development feedback 
• Works company-wide to improve business efficiencies and maintain a positive customer experience
• Ensures policies and procedures are adhered to daily 
• Forecasts quarterly and yearly business revenue, driving significant growth year over year 
• Strategizes and creatively implement change to continually grow the business 
• Makes decisions quickly
• Ensures Supervisors are listening to calls to assess customer service levels and provides feedback as necessary. 
• Responsible for meeting contact center operational standards, maintaining employee service levels, and improving quality of service
• Contributes to team effort by assisting other departments in accomplishing their respective goals and performing projects as assigned
• Maintains professional and technical knowledge by attending industry workshops, staying up to date on industry tends 
• Performs other duties as assigned

Required skills and experience.

• 5+ years call center management experience leading people leaders.
• 2+ years of direct Inbound / outbound sales or collections managerial experience
• Direct inbound/outbound sales or collections managerial experience of 2+ years
• Ability to implement creative innovative solutions 
• Demonstrated success in effective leadership
• Proactive in thought and action, always striving to improve process and procedure
• Strong financial and analytical skills
• Motivating and results driven leader
• Strong interpersonal skills, ability to collaborate across the organization
• Excellent verbal and written communication skills
• Experience in developing KPIs and its management.

About Pens.com 

Pens.com personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​