Mass Markets Senior Operations Manager | Iowa City | Full-Time | $45,000/Year + Bonus in Iowa City, Iowa

POSITION OVERVIEW

RAISE THE BAR

Mass Markets is a rapidly growing, industry leading business process outsourcing and software development organization. As a high growth organization with an entrepreneurial culture we are committed to a high octane, fun and collaborative work environment. As a member of the Mass Markets team you will have a high degree of responsibility and autonomy giving you a singular opportunity to make a difference is the organizations shape, direction and growth.

  • Competitive Pay

  • Opportunity for Advancement

  • Full Medical, Dental & Vision Benefits

  • Paid Time Off and Paid Holidays

  • IRA Options

  • Flexible Work Schedule

  • Work at Home Opportunity

  • Company Paid Cell Phone

  • Positive Team Environment

  • Great Office Environment

  • Life Insurance

POSITION RESPONSIBILITIES

The Senior Operations Manager is responsible for the management and development of supervisors and all other operational management associated with day to day contact center operations. Operationally, the Senior Operations Manager is responsible for the development and implementation of all operational strategy the ensures that performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment and leadership.

  • Manage Sales Supervisors

  • Oversee quality, production, and hours.

  • Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives

  • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity

  • Directs sales forecasting activities and sets performance goals and objectives accordingly

  • Review and provide guidelines and best practices for maintaining competitive edge

  • Develop and maintain strategy on ensuring customer satisfaction on all sales transactions

  • Analyze and respond to changing market conditions, to include competitive benchmarking

  • Analyze trends which includes producing statistical reports on individual performance and sales trends

  • Provide team motivation and development to maximize sales opportunities

  • Responsible for the overall performance and productivity of Supervisors

  • Responsible for weekly payroll review and submission to ensure correct entries

  • Building management of all building maintenance.

  • Responsible for the physical security of the building

  • Other duties and responsibilities as assigned

CANDIDATE QUALIFICATIONS

The ideal candidate for this role would share and understand the high growth objectives of Mass Markets. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent Mass Markets internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.

  • Associate’s degree and/or relevant work experience

  • Exceptional interpersonal & communication skills

  • Strong supervisory experience including staff development

  • Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint

  • Demonstrated ability to drive sales through the actions of others

  • Understanding of call center tools and technology used to manage KPIs and SLAs

  • Possess effective conflict resolution skills (both customer and agent conflict)

  • Possess time management, planning, organizational and multi-tasking skills

  • Ability to learn new products and systems

  • Ability to work in a professional fast-paced environment

COMPENSATION DETAILS

At Mass Markets we believe that hard work should pay off, so we make sure that our compensation and rewards are exceptional. Our people are not just employees; they are our business, our most important resource! Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn generous paid time off as well as paid holiday’s and paid training opportunities.

Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets and even cars.

All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days. Optional Roth IRA retirement accounts, Term Life Insurance and Whole Life Insurance plans are available to all employees each open enrollment period.

ABOUT US

As a 15-year old organization and Anything-as-a-Service pioneer, Mass Markets offers comprehensive XaaS solutions for our customers. Beyond traditional customer service, inside sales, telemarketing, and tech support services, Mass Markets provides Managed Services Platform Products (MSPP) specializing in cloud technology, telephony software, and integration on-demand, as well as Multiple Contact Center Software Platform-as-a-Service (PaaS) options.

Mass Markets operates exclusively in the USA to provide clients with comprehensive security measures, quality control, and extensive experience.

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ID2016-1459

Updated Date5/14/2018

DepartmentOperations Management

TypeFull-Time

ScheduleDay, Evening and Weekend

Wage Description$45,000/Year + Bonus

BonusMonthly

EducationBachelors Degree or Equivalent Combination of Training and Experience

Min. Years Experience5