Who We Are :
We are an international moving company. We help consumers, corporate businesses, and the military move their household good items throughout the world.
Position Overview : The Sales Director is responsible for the overall management and strategic direction of the contact center operations. This role involves leading a team of inside salespeople and appointment setters. The director will ensure sales and appointment-setting goals are achieved, deliver exceptional customer service, and drive operational efficiency to achieve organizational goals. The Contact Center Director will develop and implement strategies to enhance customer satisfaction, optimize processes, and ensure the team meets performance metrics.
Key Responsibilities :
Strategic Leadership :
- 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.
- Continue education in the required fields that support the process, including the latest developments in technology and sales processes.
- Learn and become fluent in all sales, operational, and company programs, policies, and platforms.
Operational Management :
Oversee daily operations of the contact center, ensuring high-quality service and adherence to policies and procedures.Lead, mentor, and develop a team of salespeople and appointment setters, fostering a culture of excellence and accountability.Identify and address client needs and concerns to ensure high levels of customer satisfaction.Standardize all processes and procedures to ensure consistency in performance and sales presentations. Develop scripts, boilerplate emails, and other documents to support the workflow.Maintain a workforce that adequately supports all US time zones on a 7 day per week schedule for customer inquiries and sales engagement.Manage all outside auxiliary services and vendors that support the Contact Center.Sales Forecasting 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 Experience Enhancement :
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.Collaboration and Communication :
Work closely with other departments, such as sales, marketing, operations, and IT, to ensure alignment of contact center initiatives with overall business strategies.Communicate effectively with stakeholders, providing updates on performance, challenges, and opportunities.Provide ongoing training and development for all staff members.Ensure team is cross trained on all departments that interact with the Contact Center.Qualifications :
Bachelor’s degree in business administration, Communications, or a related field preferred.Proven 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.NO RECRUITERS PLEASE.
This position does not provide for relocation assistance - local candidates only, please.
