What are the responsibilities and job description for the Contact Center Strategic Leader position at National Van Lines?
About National Van Lines:
We are a reputable international moving company that provides relocation services to consumers, corporate businesses, and the military. Our goal is to deliver exceptional customer experiences through our contact center operations.
Job Overview:
The Sales Director will oversee the overall management and strategic direction of our contact center operations. This role involves leading a team of inside salespeople and appointment setters to achieve sales and appointment-setting goals, delivering exceptional customer service, and driving operational efficiency.
Main Responsibilities:
- Leadership and Strategy:
- Develop and implement comprehensive sales strategies to achieve overall business objectives.
- Analyze market trends and competitor activities to identify new business opportunities.
- Train new and existing personnel on the latest strategies and techniques for lead management and sales conversion.
- Stay current with industry developments and best practices in sales and technology.
Operational Excellence:
- Ensure high-quality service and adherence to policies and procedures in daily contact center operations.
- Lead, mentor, and develop a team of salespeople and appointment setters, promoting a culture of excellence and accountability.
- Address client needs and concerns to maintain high levels of customer satisfaction.
- Standardize processes and procedures for consistent performance and sales presentations.
Sales Performance and Reporting:
- Prepare and present sales forecasts, reports, and performance metrics to senior management.
- Monitor sales and appointment-setting performance and adjust strategies as necessary to meet targets.
Customer Satisfaction and Loyalty:
- Implement strategies to improve customer satisfaction and loyalty through effective service delivery.
- Analyze customer feedback and data to identify trends and areas for improvement.
Technology and Process Optimization:
- Evaluate and implement technology solutions to enhance contact center operations and customer interactions.
- Streamline processes and workflows to improve efficiency and sales.
Requirements:
- Bachelor's degree in business administration, communications, or a related field preferred.
- 10 years of experience managing inside sales and appointment setters with a focus on sales and appointment-setting excellence.
- Strong understanding of contact center metrics, performance management, and customer engagement strategies.
- Excellent leadership, communication, and interpersonal skills.
- Proficient in contact center software, CRM systems, and data analysis tools.
