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Lead Management Manager
ID: 150697 - Save Job
Category: Call Center
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Facts about our Client: Fact: 5th Largest Software Company in the World Fact: Number Three Fastest Growing Companies on the S&P 500 Fact: In the TOP 100 best places to work Title: Lead Management Manager Location: DTC Compensation: $70K - $80K + Best Corp. Benefits Around Position: As the Lead Management Manager you will manage the day to day activities of the Telemarketing and Lead Management representatives to meet expected service level objectives and to ensure outstanding customer service. Additional responsibilities include maintaining employee motivation and managing teams to meet individual and group goals. Principal Duties and Responsibilities: Manage teams to ensure they accurately promote Company products, solutions, services and policies. - Oversee the successful and effective implementation of a wide variety of tele-campaigns. - Understand, document and communicate program goals, objectives and metrics. - Maintain project efficiency through operations analysis, identifying trends, defining problems, developing and implementing solutions to produce maximum results for the business and the client requirements. - Manage a team of Lead Management and Telemarketing representatives with direct responsibility of qualifying and generating leads in order to assist with revenue growth. - Manage working relationships with clients and other business units. - Develop competent staff, well trained and motivated through effective planning, training, and development. - Monitor representative calls and perform side by side training. - Manage multiple outbound projects simultaneously without sacrificing quality. - Provide management with feedback on an on-going basis regarding competitive information, customer issues, marketing issues, or any other pertinent information gained from customer contact. - Provide management with monthly metric reports and gap analysis relative to hold times, number of calls, etc. - Coach staff on a daily basis as well as conducts annual performance reviews. - In accordance with organizational goals, provides direction to team on activities and behaviors. Identifies and analyzes problems; plans tasks and solutions. Provides guidance to team on development, performance, and productivity issues. Qualifications: Minimum of 3 years of call center management experience with a proven track record of success. - Must have experience with B to B inbound and outbound call centers. - Proven knowledge of call center processes and procedures and a strong understanding of call center operations. - Demonstrated leadership in people management, planning, and performance management. - High level of motivation and personal drive to succeed. - Excellent communications and interpersonal skills. - Excellent organization skills and detail oriented. - Effective time management skills. - Self-directed; results oriented; takes initiative. - Solid References. If this position seems of interest to you apply online now or forward an updated copy of your resume to resumes@fusionstaffing.net or go to: http://www.fusionstaffing.net
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fusionstaffing
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