Winback Operations Manager

hace 3 semanas

México TJ BPO A tiempo completo

We are seeking an experienced and dynamic Winback Operations Manager to join our company. The Operations Manager plays a crucial role in managing and overseeing the day-to-day operations of the Program in the Winback Department. The primary objective is to provide leadership, guidance, and support to the team leaders and their respective teams, ensuring the achievement of revenue growth and customer retention targets. Additionally, the Operations Manager is responsible for the development and performance management of the team leaders, helping them excel in their roles. This role is vital in driving the department's success and contributing to the overall growth of the company. About Us At TJ BPO, our mission is to provide small businesses worldwide with simplified, effective, and affordable business services. We envision a world where entrepreneurs can start, grow, and run their ventures with confidence. As an ambidextrous group of companies, we continuously improve existing services while venturing into new markets. Minimum Requirements

  • CRM Software Proficiency : Proficient in using Customer Relationship Management (CRM) software to manage and optimize sales processes, track performance metrics, and analyze data.
  • Data Analysis : Skilled in analyzing operational data and metrics to identify areas for improvement and make data-driven decisions.
  • Dialer Management: Capable of managing dialer campaigns to increase connectivity, productivity, and overall operational efficiency.
  • Workforce Forecasting: Able to forecast and plan workforce requirements to ensure smooth and efficient operations.
  • Excel Proficiency : Strong experience in Excel,
  • Training and Development : Experienced in providing training and development programs to help team leaders improve their skills and lead more effectively.
  • Cross-Functional Collaboration: Ability to collaborate with other departments and teams to improve cross-functional processes and overall company success.(QA, High Touch,Customer Service, Accounting, Advertising)
  • Leadership: Demonstrated leadership skills to guide and support team members, fostering a positive and productive work environment.
  • Accountability: takes ownership of actions, meets commitments, and seeks solutions when faced with challenges.
  • Resilience: demonstrate the ability to bounce back from setbacks, adapt to changes, and remain composed under pressure.
  • Learning Agility: actively seeks to acquire new knowledge and skills, embracing new ideas and approaches.
  • Drive for Results: highly motivated to achieve goals, consistently strive for excellence, and maintain productivity.
  • Influence: possesses strong persuasive abilities and can positively impact and inspire others in the workplace.
  • Problem-Solving: Strong problem-solving skills to address operational challenges and find effective solutions.
Minimum years of experience: 2 Ideal years of experience: 3+ years of experience Type of experience:
  • Sales Team Management: Previous experience leading sales teams, including Team Leaders and Representatives, to achieve sales targets and company objectives. Experience in change management and motivation management
  • Lead Management: Experience in guiding a team to handle a specific number of potential customers, known as leads, with the goal of converting them into paying customers.
  • Team Building and Leadership Development : Proven track record in building and leading successful teams, upskilling leaders on best practices, and creating succession plans to foster a positive work environment and drive performance.
  • Experience in handling B2B: experience in handling small and midsize businesses in USA
  • Sales Experience: in Winback, Retention, Escalations or cold sales
Minimum education level/or compensation: Bachelor’s degree Responsibilities
  • Leadership and Team Management
      • Lead and guide the team leaders in the Winback Department to achieve department goals.
      • Create a positive and friendly work environment that encourages teamwork and growth.
      • Set clear targets and check progress regularly.
      • Implement consequence management strategies to address performance issues and ensure accountability.
      • Motivate and influence team leaders to achieve their targets and maintain high levels of motivation within their teams.
      • Manage succession planning for the department, identifying successors, providing training, and ensuring a smooth leadership transition.
      • Sales Culture - Daily drive and create energy on the sales floor; by lively call outs in skype groups; Huddles; Games, pep-talks and activities
      • Incentives - Monitor correct payout; Coordinate errors between stakeholders; discuss incentives with Team Leaders.
  • Leadership Development
    • Identify skill gaps and problems in the team leaders' performance and provide timely feedback and coaching.
    • Provide ongoing coaching, mentoring, and training opportunities to support team leaders' professional development and enhance their performance in sales, revenue generation, and customer retention for their teams.
    • Conduct skill development sessions and training programs to improve the overall performance of the team leaders.
    • Recognize achievements and offer feedback for improvement.
  • Sales Performance Optimization
    • Lead and coordinate the daily sales routines and tasks. [Interval Reports, Motivation Drivers, Use of Tools and Resources to increase productivity - Time Doctor, B24, LiveVox]
    • Sales Cadence - design, implement, reinforce, monitor and give suggestions to improve.
    • Sales Scripts and Rebuttals - implement, reinforce, monitor and give suggestions to improve
    • Daily Spiff - manage a monthly motivational budget; plan, announce and create Interval Spiffs to Boost Team Performance
    • Collaborate with team leaders to identify areas for improvement in call conversion rates and develop strategies to address them. [Call Calibration Sessions]
    • Monitor and analyze call conversion rates to identify trends, patterns, and areas for improvement. [Use of Campaigns,Angles, Sales Process Offers]
    • Provide guidance and support to team leaders in implementing best practices for call conversion optimization. [Interval Meetings, Traid Sessions]
Work Conditions
  • Remote
  • Full-time or part-time as a consultant
Company Values Get Stuff Done, Deliver Results, Own It Directly Communicate, Fiercely Collaborate Innovate Always and in All Ways Domain Experts, Company Experts Growth: Customers, Company, People At TJ BPO, we are committed to fostering the growth and development of our employees. We provide clear career paths and advancement opportunities for both non-sales and sales roles. We believe in recognizing and rewarding exceptional performance and dedication. Join TJ BPO and empower small businesses globally. Experience a collaborative and innovative environment that fuels growth. Achieve meaningful results and create a future where everyone wins. To apply, please submit your resume outlining your relevant experience. We look forward to reviewing your application Note: Only shortlisted candidates will be contacted for further evaluation. #J-18808-Ljbffr

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