Description

　　The Sales / Operations Manager is a leader, who is both Sales and employee-focused and sets the standards and direction for their respective Sales environment. Not afraid to pick-up the phone and lead by example, the Sales/Ops Manager acts as a mentor by fostering an energetic sales environment, takes initiative to improve processes, enabling the Sales Center to meet its targets. This key player will ensure all Key Performance Indicators are met, sustained, and exceeded. Vision/Objectives/Tools/Coaching is demonstrated daily. The Sales/Ops Manager is also responsible for the ongoing Client relationships, contact, and documentation, acting as the primary contact for Client accounts. Maintains high Client satisfaction, ensuring Percepta compliance with Service Level Agreement (SLA) terms and conditions. In concert with multiple site’s service organization, is responsible for achieving Incentive-Disincentive and other performance and financial objectives. Ensures Client is billed in a timely and accurate manner.

　　During a Typical Day, You’ll

　　Encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.

　　Improve the key success metrics associated with goals. These include:

　　o Revenue Targets

　　o Customer Satisfaction Score

　　o Quality Goals

　　Manage key client stakeholders

　　Manage client relationship and expectations for meeting service agreements

　　Coordinate with the client to develop priorities, plans, resources, and timelines on sales targets

　　Oversee implementation of client contract integrity, e.g., services and performance metrics are met and delivered as agreed upon within the contract. Ensure non-compliances receive a Corrective Action Plan and communicate to client

　　Review operations reports to project sales, determine if on target for goal or changes are needed to meet expected results

　　Mentor sales agents to ensure achievement of company and client goals while addressing employee related issues.

　　Handle personnel issues, included but not limited to:

　　o Participates in recruitment and advise for terminations

　　o Manage vacation and LOA

　　o Escalated issues

　　o Performance reviews

　　o Any other personnel need as deemed necessary

　　Coordinate training on new or revised information relating to services, products, or processes of projects

　　Support sales agents on their multiple, complex, on‐going tasks and projects ensuring they are meeting metrics/targets.

　　Identify coaching and training needs of sales agents to help meet targets.

　　Create and maintain a positive working environment.

　　Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks

　　Collaborate with your team, management, and clients to contribute to the overall success of your client program

　　Understand, interpret, and manipulate data for reporting.

　　Identify changes specific to program, disseminate information as needed, and create tools in support of new information

　　What You Bring to the Role

　　Bachelor’s degree preferred or equivalent work experience.

　　Minimum 5 years call center or customer service industry experience

　　Minimum 5 years sales team management experience with proven track record

　　Minimum 7 years Business-to-Business sales experience

　　Passion and experience in negotiation to close a sale

　　Leadership, negotiation and managing client relationships

　　Coaching, mentoring and supervisory skills.

　　Proficient and dynamic presentation style with an ability to connect, inspire, and adapt content and conversations to any audience

　　Proven ability to perform in a fast-paced environment and with minimal supervision

　　Able to work a flexible schedule to include extended evening and weekend hours as needed

　　Ability to work in a team environment as well as autonomously

　　Advanced computer skills: Advanced Microsoft Word, Excel, PowerPoint, Outlook, Access, Internet.

　　Analytical, design and development skills. Methodical approach to requirements gathering, project planning, stakeholder management, and change management

　　Project Management methodologies

　　Strong attention to detail

　　Ability to travel as needed (Percepta has offices globally)

　　Ability to think strategically and analytically to develop relevant, effective recommendations

　　Excellent interpersonal skills

　　Strong time and priority management skills and an ability to juggle multiple projects at once across multiple time zones

　　What You Can Expect

　　Up to $85K per year BOE

　　Health/Dental/Vision/Life Insurance

　　Flexible Spending Account (FSA) and Health Savings Account (HSA)

　　401(k) with company match

　　Vacation/Sick Time and Paid Holidays

　　Tuition Reimbursement

　　Employee Assistance Program

　　Employee Discount Program

　　Training and Development Programs (Percepta College)

　　Employee Rewards Program (Perci Perks)

　　A Bit More About Your Role

　　The Sales/Operations manager is responsible for working with the client to set targets for the team and seek to expand current lines of sales/business, explore new opportunities, and produce monthly forecasting reports to determine the status of meeting established targets. The incumbent maximizes team potential by supporting and motivating outbound sales representatives ensuring they are on track to meet departmental targets. The Sales/Operations manager will also act as a point of contact for the outbound sales representatives’ questions, issues, and escalation of existing customer concerns. They will work with and act as a liaison between Directors of Client Solutions, Sales, strategic Directors, Corporate Resources, Clients, and Technology teams to deliver client programs on time, on budget, and according to client specifications.

　　About Percepta

　　Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

　　Our values are the heartbeat of our organization, and we live, breathe, and play by them every day . As a Percepta team member, you can expect:

　　Culture of Service – to be treated like you are the customer from day one

　　Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges the value of your contributions

　　Respect – a team that is accountable, dependable, and gives you their full attention

　　Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

　　Career Growth – lots of learning opportunities for aspiring minds

　　Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

　　Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

　　As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

　　Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

　　#LI-Onsite

　　Primary Location: US-FL-Melbourne

　　Req ID: 03SRN