Duties and Responsibilities:
Strategic Leadership:
- Develop and implement comprehensive sales strategies to achieve overall business objectives.
- Analyze market trends and competitor activities to identify new business opportunities.
- Train new and existing personnel on the latest strategies and techniques for lead management and sales conversion.
- Continue education in the required fields that support the process, including the latest developments in technology and sales processes.
- Learn and become fluent in all sales, operational, and company programs, policies, and platforms.
Operational Management:
- Oversee daily operations of the contact center, ensuring high-quality service and adherence to policies and procedures.
- Lead, mentor, and develop a team of salespeople and appointment setters, fostering a culture of excellence and accountability.
- Identify and address client needs and concerns to ensure high levels of customer satisfaction.
- Standardize all processes and procedures to ensure consistency in performance and sales presentations.
- Develop scripts, boilerplate emails, and other documents to support the workflow.
- Maintain a workforce that adequately supports all US time zones on a 7-day-per-week schedule for customer inquiries and sales engagement.
- Manage all outside auxiliary services and vendors that support the Contact Center.
Sales Forecasting and Reporting:
- Prepare and present sales forecasts, reports, and performance metrics to senior management.
- Monitor sales and appointment-setting performance and adjust strategies as necessary to meet targets.
Customer Experience Enhancement:
- Implement strategies to improve customer satisfaction and loyalty through effective service delivery.
- Analyze customer feedback and data to identify trends and areas for improvement.
Technology and Process Optimization:
- Evaluate and implement technology solutions to enhance contact center operations and customer interactions.
- Streamline processes and workflows to improve efficiency and sales.
Collaboration and Communication:
- Work closely with other departments, such as sales, marketing, operations, and IT, to ensure alignment of contact center initiatives with overall business strategies.
- Communicate effectively with stakeholders, providing updates on performance, challenges, and opportunities.
- Provide ongoing training and development for all staff members.
- Ensure the team is cross-trained in all departments that interact with the Contact Center.
Qualifications, Requirements & Education
- Bachelor’s degree in business administration, Communications, or a related field preferred.
- Proven 10+ years of experience in contact center management with a focus on sales and appointment-setting excellence.
- Strong understanding of contact center metrics, performance management, and customer engagement strategies.
- Excellent leadership, communication, and interpersonal skills.
- Proficient in contact center software, CRM systems, and data analysis tools.
Join a progressive organization built around family values and committed to providing employees a secure, stable workplace. We’re seeking professionals who can deliver world-class moving services, including residential moving, logistics and moving-and-storage solutions. We provide excellent compensation and benefits.
Interested in joining the National Van Lines family? Complete the form below to learn about exciting moving-industry career opportunities.
National Van Lines is an equal-opportunity employer and prohibits discrimination and harassment of any kind. National Van Lines is committed to the principle of equal employment opportunity for all and to providing employees a work environment free of discrimination and harassment. All employment decisions at National Van Lines are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, age, family or parental status, gender identity, national origin, or any other status protected by laws and regulations.