Director of Operations

1 day ago

Wichita, Kansas, United States Mass Markets Full time
Job Title: Director of Operations

Mass Markets is seeking a highly skilled and experienced Director of Operations to lead our contact center operations. As a key member of our leadership team, you will be responsible for driving business growth, improving customer satisfaction, and ensuring operational excellence.

Key Responsibilities:
  • Develop and implement operational strategies to achieve business objectives
  • Lead a team of supervisors and managers to ensure excellent customer service and sales performance
  • Manage quality, production, and hours to optimize contact center productivity
  • Assist with the implementation of strategic sales plans and ensure alignment with corporate objectives
  • Direct sales forecasting activities and set performance goals and objectives
  • Review and provide guidelines and best practices for maintaining a competitive edge
  • Analyze and respond to changing market conditions, including competitive benchmarking
  • Provide team motivation and development to maximize sales opportunities
  • Responsible for the overall performance and productivity of supervisors
  • Responsible for weekly payroll review and submission to ensure correct entries
  • Building management of all building maintenance
  • Responsible for the physical security of the building
Requirements:
  • Associate degree and/or relevant work experience
  • Exceptional interpersonal and communication skills
  • Strong supervisory experience, including staff development
  • Working knowledge of Microsoft Office, including Outlook, Excel, Word, and PowerPoint
  • Demonstrated ability to drive sales through the actions of others
  • Understanding of call center tools and technology used to manage KPIs and SLAs
  • Possess effective conflict resolution skills, both customer and agent conflict
  • Possess time management, planning, organizational, and multi-tasking skills
  • Ability to learn new products and systems
  • Ability to work in a professional, fast-paced environment
What We Offer:
  • Competitive salary and bonus structure
  • Opportunities for professional growth and development
  • A dynamic and collaborative work environment
  • A comprehensive benefits package

Mass Markets is an equal opportunity employer and welcomes applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, please submit your application.

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