Performance Manager
Location: Orlando,Florida,US
Frontline Performance Group is a top tier international consulting firm that helps mid range and large organizations reach their service based sales and customer service potential. The Resident Performance Manager position works closely with frontline salespeople and managers. They handle every aspect of client-interaction, from relationship management to the direct coaching of frontline producers. This is an exciting opportunity to join a company experiencing a lot of growth that offers a great culture and excellent compensation and benefits!
We are currently seeking a Resident Performance Manager to join our Call Center Division in Orlando, Florida.
Summary
Responsible for associate training and development and overall profitably of a high volume inbound call center. Primary responsibilities include but are not limited to the following:
Service based sales management
Employee training, development and corrective action
Sales and financial reporting
Responsibilities
In partnership with the FPG client, manage associates and build effective teams to accomplish call center objectives
Maximize incremental sales through effective training and employee development
Daily communication with employees providing recognition and constructive redirection
Facilitate formal training in a class-room environment
Provide continuous training and education daily
Maintain accurate sales reports
Work closely with client management and department leaders
Job Requirements
Bachelor’s Degree and/or equivalent education and work-related experience
2+ years of experience in a leadership role
4+ years of call center experience preferred
Management of direct customer contact, employee relations, budget and P&L review in a high volume operation
Ability to exercise sound judgment and make prudent decisions
Excellent communication skills with ability to build rapport across organization with peers, subordinates and supervisors, both written and verbal; Bilingual skills a plus.
Strong team-oriented leadership skills and proven track record in management role
Ability to attract, evaluate, coach, and advance staff to create an effective organization
Working knowledge of call center reporting systems, including computer programs, reports, policies and procedures