Director of Sales Operations Bauer's Intelligent Transportation
Director of Sales Operations ? Call Center Manager (SOMA / south beach)
Bauer's Intelligent Transportation, Inc. is a 23-year old organization that provides a wide range of "wheeled" passenger transportation throughout California and the nation. Our focus is on providing luxury, "green" and technologically advanced services, including contract shuttles, charters, and event transportation management for everything from black cars to full size motorcoaches. We are energetic, creative, and rapidly growing.
We are currently recruiting for a Director of Sales Operations to manage a Call Center that handles charter sales and coordination at our Pier 50, San Francisco headquarters. This position manages an outsourced Call Center staff who are responsible for converting incoming phone and internet charter inquiries into orders, and communicating the order details to our Operations/Dispatch team.
Director of Charter Sales Operations -- Call Center Manager Job Overview
The Contract Account Manager plays a critical role in cost effectively closing charter sales opportunities while contributing to customer satisfaction, retention and renewal. We're looking for a high-energy, detail oriented team leader, who is outstanding at team training and leadership --- who is effective at creating and communicating policies and procedures that streamline work flow and reduce errors.
The ideal candidate will have a background in Call Center and customer account management, with demonstrated success in helping meet and exceed customer expectations.
The responsibilities of this position may change over time--this role requires flexibility and the ability to adapt to the evolving needs of the organization. There will be opportunities for career growth based on performance and interest.
?Manages, trains and motivates an outsourced Call Center to cost effectively deliver sales
?Acts as primary liaison between Charter Sales and Operations/Dispatch
?Develops and implements program policies, goals and objectives
?Develops program operating procedures and performance metrics
?Evaluates operations and makes changes or improvements where necessary
?Creates and provides weekly and monthly sales reports
?Manages processing/resolution of customer and employee commendations and complaints
?Works in cooperation with operations/dispatch, human resources and administrative departments to establish and maintain positive working relationships
Knowledge, Skills, and Abilities Required:
?10+ years of client/account management
?3-5 years Call Center management experience
?Transportation experience preferred; ideally motorcoach, shuttle, limo and/or black car
?An excellent leader and educator who demonstrates a "can-do" attitude and belief in a team approach, fostering good communication with all parties involved
?Outstanding teambuilding and coaching expertise
?Customer orientation and commitment to quality/process improvement in service delivery
?Excellent verbal and written communication skills; proficient in Microsoft Office software and preferably Salesforce CRM application
?Ability to create simple and effective scripts and flow charts to produce efficient sales results while minimizing errors/incomplete details
?Ability to problem solve and work in high pressure stressful situations
Education - BA/BS preferred
Travel - Minimal, primarily local within San Francisco Bay Area
Location - San Francisco
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