Sales/Operations Manager

Requisition Title

Description

At Percepta, we bring first-class service across each market we support. As a Sales Operations Manager in Tempe, AZ, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing
The Sales / Operations Manager is a leader, who is both Sales and employee-focused and sets the standards and direction for their respective Sales environment. Not afraid to pick-up the phone and lead by example, the Sales/Ops Manager acts as a mentor by fostering an energetic sales environment, takes initiative to improve processes, enabling the Sales Center to meet its targets. This key player will ensure all Key Performance Indicators are met, sustained, and exceeded. Vision/Objectives/Tools/Coaching is demonstrated daily. The Sales/Ops Manager is also responsible for the ongoing Client relationships, contact, and documentation, acting as the primary contact for Client accounts. Maintains high Client satisfaction, ensuring Percepta compliance with Service Level Agreement (SLA) terms and conditions. In concert with multiple site’s service organization, is responsible for achieving Incentive-Disincentive and other performance and financial objectives. Ensures Client is billed in a timely and accurate manner.

The Sales/Operations manager is responsible for working with the client to set targets for the team and seek to expand current lines of sales/business, explore new opportunities, and produce monthly forecasting reports to determine the status of meeting established targets. The incumbent maximizes team potential by supporting and motivating outbound sales representatives ensuring they are on track to meet departmental targets. The Sales/Operations manager will also act as a point of contact for the outbound sales representatives’ questions, issues, and escalation of existing customer concerns. They will work with and act as a liaison between Directors of Client Solutions, Sales, strategic Directors, Corporate Resources, Clients, and Technology teams to deliver client programs on time, on budget, and according to client specifications.

During a Typical Day, You’ll

• Encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.

• Improve the key success metrics associated with goals. These include:

• Revenue Targets

• Customer Satisfaction Score

• Quality Goals

• Manage key client stakeholders

• Manage client relationships and expectations for meeting service agreements

• Coordinate with the client to develop priorities, plans, resources, and timelines on sales targets

• Oversee implementation of client contract integrity, e.g., services and performance metrics are met and delivered as agreed upon within the contract. Ensure non-compliances receive a Corrective Action Plan and communicate to the client

• Review operations reports to project sales, determine if on target for goal or changes are needed to meet expected results

• Mentor sales agents to ensure achievement of company and client goals while addressing employee-related issues.

• Handle personnel issues, including but not limited to:

o Participates in recruitment and advise for terminations

o Manage vacation and LOA

o Escalated issues

o Performance reviews

o Any other personnel need as deemed necessary

• Coordinate training on new or revised information relating to services, products, or processes of projects

• Support sales agents on their multiple, complex, on‐going tasks and projects ensuring they are meeting metrics/targets.

• Identify coaching and training needs of sales agents to help meet targets.

• Create and maintain a positive working environment.

• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks

• Collaborate with your team, management, and clients to contribute to the overall success of your client program

• Understand, interpret, and manipulate data for reporting.

• Identify changes specific to program, disseminate information as needed, and create tools in support of new information

What You Bring to the Role

Education

• Bachelor’s degree preferred or equivalent work experience.

Experience

• Minimum 5 years call center or customer service industry experience

• Minimum 5 years sales team management experience with proven track record

• Minimum 7 years Business-to-Business sales experience

Skills

• Passion and experience in negotiation to close a sale

• Leadership, negotiation and managing client relationships

• Coaching, mentoring and supervisory skills.

• Proficient and dynamic presentation style with an ability to connect, inspire, and adapt content and conversations to any audience

• Proven ability to perform in a fast-paced environment and with minimal supervision

• Able to work a flexible schedule to include extended evening and weekend hours as needed

• Ability to work in a team environment as well as autonomously

• Advanced computer skills: Advanced Microsoft Word, Excel, PowerPoint, Outlook, Access, Internet.

• Analytical, design and development skills. Methodical approach to requirements gathering, project planning, stakeholder management, and change management

• Project Management methodologies

• Strong attention to detail

• Ability to travel as needed (Percepta has offices globally)

• Ability to think strategically and analytically to develop relevant, effective recommendations

• Excellent interpersonal skills

• Strong time and priority management skills and an ability to juggle multiple projects at once across multiple time zones

What You Can Expect

• Health/Dental/Vision/Life Insurance

• Flexible Spending Account (FSA) and Health Savings Account (HSA)

• 401(k) with company match

• Vacation/Sick Time and Paid Holidays

• Tuition Reimbursement

• Employee Assistance Program

• Employee Discount Program

• Training and Development Programs (Percepta College)

• Employee Rewards Program (Perci Perks)

A Bit More About Your Role
Direct Reports: 10 Outbound Sales Representatives, 1 sales Development Coach, and 1 Strategic Marketing Manager

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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