Sales Operations Manager

Description

For more than a decade, ClearSource has delivered on our promises by nurturing careers and helping our staff turn professional goals and personal dreams into reality.

ClearSource is different because we hire the best and help them thrive. We do this by helping our people get what they want by working with them to achieve their dreams. So just what would you be doing as a ClearSource Sales Operations Manager.

Snapshot of the Role:

The Sales Operations Manager ensures client satisfaction by overseeing the operations of lines of business under management in a way that drives employee engagement while achieving program-wide financial goals. This is to be done in accordance with the company mission, vision, and core values. The Operations Manager reports to the Director of Operations.

Core Responsibilities:

• Manage multiple sales accounts that include warm inbound "hand raiser" leads, inbound sales, and outbound cold calling.
• This person will coach and develop agents on this account and then as it scales, develop leaders to do the same.
• This person will interact with our clients, need to maintain Conversion, Abandon, Satisfaction, Attendance, Attrition and Quality expectations.
• Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations.
• Conduct ClearSource leadership training for new leaders and regularly review this model with all leaders under management.
• Design and promote high visibility of key performance indicator (KPI) reports which monitor progress toward program goals for production- and supervisor-level staff.
• Update the People Analyzer for direct reports weekly.
• Conduct a weekly team meeting with direct report leaders to:
• Review production results
• Perform root cause analysis and resolution of issues.
• Identify opportunities to recognize good performance.
• Conduct a weekly one-on-one meeting with each direct report leader to:
• Review and discuss the progress of their team (People Analyzer)
• Ensure alignment of mutual expectations
• Assess and improve job satisfaction.
• Conduct a weekly coaching session with each direct report leader to assess and improve their leadership skills, including their adherence to the standard practice for coaching sessions.
• Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews.
• Conduct a weekly quality calibration meeting with each client for programs under management and own the resolution of findings identified.
• Establish and measure expectations of Support Depts.
• Assess the efficacy of technology, tools, and systems, communicating any opportunities to the IT department or client, as needed.
• Monitor onboarding and offboarding practices to ensure support departments follow the company’s standard processes for such activities.
• Assess the efficacy of training efforts and provide feedback to the Learning and
• Development department to close gaps in knowledge and skill.
• Assess the efficacy of recruiting efforts and provide feedback to the Recruiting department regarding candidate criteria and selection.
• Review all disciplinary actions to ensure alignment with principles taught in the company’s leadership training program, the ClearSource Core Values, and the ClearSource Code of Conduct.
• Handle the resolution of client requests and escalations in a timely manner.
• Escalate with urgency any disruptions to business, issues negatively affecting employee welfare, or situations that might lead to client distrust.
• Align employees around our mission through education and initiatives
• Live and teach ClearSource Core Values (Customer First, Personal Accountability,
• Humble Courage, Hungry, Happy and Healthy).

Requirements

• 2+ years' B2B and B2C experience and leading a Sales team for B2B and B2C accounts.
• 2+ years' experience managing teams of 50 or more, including developing new leaders.
• 2+ year of client relationship management
• Experience handling Outbound and Inbound sales campaigns in a call center.
• Bachelor's Degree in an applicable field preferred but not required.

Benefits

• Health insurance
• 401(k)
• Dental insurance
• Life insurance
• Work from home hybrid