What are the responsibilities and job description for the Director of Inside Sales and Operations position at National Van Lines?
About National Van Lines:
We are an international moving company dedicated to providing 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 be responsible for overseeing 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 up-to-date 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.
