What are the responsibilities and job description for the Call Center Sales Manager position at KO Management, LLC?

Job Type

Full-time

Description

Our Call Center Sales Manager is a dynamic leader who works closely with the Sales and Operations teams to maximize conversions of self-storage leads into rentals. As a new and pivotal role within our organization, this position offers a unique opportunity to shape the future of our call center operations. The Call Center Sales Manager will spearhead the development of innovative strategies, build scalable processes, and lead a high-performing team to deliver outstanding results.

REPORTS TO : Vice President of Operations

WORK LOCATION : KO Storage headquarters office

HOURS : Primarily weekdays, with participation in a rotating weekend schedule, as needed. Specific hours will vary based on business demands.

ASSIGNED PERSONNEL : Call Center Sales Agents

ESSENTIAL JOB FUNCTIONS

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions upon request.

SALES OPERATIONS

Lead and manage the call center team to achieve and exceed sales conversion goals.
Oversee the daily reservation management process to ensure accurate and timely follow-up on leads.
Collaborate with the Marketing team to develop and implement strategies to improve conversion rates and overall team performance.
Monitor key performance indicators (KPIs) to evaluate call center operations and identify areas for improvement.
Analyze data and prepare regular reports on sales metrics, team performance, and operational trends.
Utilize customer relationship management (CRM) software and other tools to track team activities and performance.
Design and implement scalable processes to improve team efficiency and support sales growth.
Identify opportunities for process improvements and collaborate with cross-functional teams to develop creative solutions.
Proactively address operational challenges with innovative strategies that align with company goals.

TEAM MANAGEMENT

Hire, train, and develop Call Center Sales Agents.

Provide ongoing coaching and feedback to enhance individual and team performance.

Conduct regular performance evaluations and develop personalized improvement plans where needed.

Foster a culture of accountability, collaboration, and continuous learning within the team.

Handle escalated customer interactions, ensuring a positive resolution while maintaining company policies.

CUSTOMER EXPERIENCE

Ensure an exceptional customer experience through professional and empathetic communication.

Maintain consistency in sales messaging and alignment with the company's brand standards.

Continuously gather customer feedback and recommend improvements to processes or policies to enhance the customer journey.

REQUIREMENTS / QUALIFICATIONS

At least 3-5 years of experience in a sales management or customer service leadership role.

Proven track record of achieving or exceeding sales targets.

Strong interpersonal and communication skills, both written and verbal.

Highly organized and detail-oriented, with the ability to multitask and prioritize effectively.

Proficient with CRM platforms, Microsoft Office Suite, and call center technologies.

Results-driven problem solver with a focus on continuous improvement.

Excels in a fast-paced, dynamic environment.

Demonstrated ability to develop and refine processes to drive operational success.

Adept at thinking outside the box to identify creative solutions in a fast-paced, evolving environment.

Experience in change management and fostering team adaptability during the implementation of new processes.

PHYSICAL DEMANDS

Prolonged periods sitting at a desk and working on a computer.

Must be able to work flexible hours as needed to support team operations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Salary Description

60-70K Annually opportunities for Bonus

Salary : $60,000 - $70,000

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Call Center Sales Manager

What are the responsibilities and job description for the Call Center Sales Manager position at KO Management, LLC?

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