OPERATIONS MANAGER MEMBERSHIP SALES

OPERATIONS MANAGER MEMBERSHIP SALES

Operations Manager Membership Sales


Location: Miami, FL Category: Healthcare
Job Type: Temporary/Contract-to-Hire Reference: US_EN_7_
Salary: N/A Posted: January 21,2012














Stable company looking for a bilingual Operations Manager with the following qualifications and skills

Operations Manager Membership Sales



Department: Membership Sales

Status: Exempt
Grade:

Reports To: Membership Sales Director


Nature of Work



Responsible for managing all ongoing campaigns including new Telemarketing membership renewals and extension programs for the U.S./Canada/Caribbean and portions of South American membership base. Focuses on developing all department analysis that creates actionable data for the purpose of assisting in the development of strategic objectives that guide performance management including Key Performance Indicators (Agent score card), lead and campaign performance, ongoing sales training prioritization, supervisor performance and department performance management. Manages resource allocation for maximum efficiency, stays abreast of direct marketing trends and works closely with Membership Marketing counterparts to develop comprehensive campaign performance data consistent with those for all other Direct Marketing Channels. Measures standards and recommends objectives for the department and staff to assist Sales Manager in ensuring department revenue goals are met or surpassed.


Duties and Responsibilities



Develops data in support of Telemarketing plans and programs by testing and monitoring script success and analyzing call data.



Sets up new campaigns on automated dialer, cleaning and dividing campaigns, updating scripts, setting up campaigns, generating reports, reviewing daily sales performance, controlling state drop ratios, reviewing and updating State DNC.



Develops lead optimization plan and Predictive Dialer efficiency model.



Implements special membership enrollment offers by ensuring applicable scripts are loaded properly , coordinating with key personnel in Data Processing, theServiceCenter, and any other external service providers.



Maintains licensing records to ensure Federal and State compliance and manages DNC requirements. Ensures all campaigns are cleaned according to legal requirements



Manages administration of Quality Assurance measures to ensure compliance with Call center and departmental requirements through the maintenance of reporting and tracking. Provides Sales manager and the supervisors with data as needed.



Works directly with the Department Director to lend support where necessary to assist in achievement of department goals. Recommends solutions to problems, challenges, and/or goals for the department.



Assists Sales manager in the development of data in support of new and existing campaign initiatives, product knowledge and other policies.



Recommends operational procedures. Directs the administrative functions.



Maintains personnel records.



Researches member issues impacting company policy when necessary.



Manages administration of performance reviews to evaluate productivity and improve workflow.



Introduces changes in policies or procedures in the department as needed or requested.



Develops updates on product features and pricing when necessary .



Performs any other duties and responsibilities as assigned by a member of the management team.


Supervisory



Establishes appropriate reporting methods to assist sales management staff in carrying out their responsibilities.



Maintains employee performance records (KPI/agent Scorecard) as part of the management team in order to assist in meeting sales goals.



Manages the sales floor on a regular basis. Is responsible for a minimum of 1 shift per week. Is responsible for vacation/other shift coverage when supervisors are out on approved absences.





Performs other related duties as required.

Knowledge, Abilities, and Skills

Graduation from an accredited college or university with a Bachelor?s degree in a Marketing or business related wledge and experience in Direct Marketing environment is preferred.



Must possess management experience in operational Outbound Sales environment (CallCenterpreferred) with a minimum of 5 to 7 years management experience.



Must have experience using a Predictive Dialer in an Outbound Call Center Environment.



Strong analytical skills with special emphasis on Excel with demonstrated ability to think strategically. Ability to learn proprietary software and other systems is required. Knowledge of Business Objects is preferred.



Must be able to work independently with little direction when necessary. Must also possess the ability to lead co-workers on projects.



Must be a strong self- starter that possesses a high degree of adaptability and willingness to work in a fast paced constantly changing environment.



Must possess excellent written and verbal communications skills and ability to speak effectively in front of large and small groups desired.



Must be able to communicate effectively with employees at all levels.



Must be detail oriented and possess excellent organization skills.



Must be able to set priorities and manage time.


Physical Requirements

Sitting, standing, walking, manual dexterity (writing, typing, handling), operation of automated equipment (computer).



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