PURPOSE:

As a Sales Operations Manager, you are responsible for optimizing the success of an organization’s sales team by managing sales goals, projections, and processes. Your collaboration with key stakeholder partners is important to understand and align with the individual commercial strategies to ensure proper implementation and maximize output from all sales and sales support staff in HGS driving towards business goals.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Identifying opportunities for sales inside the customer journey
• Designing and coaching to sales scripts and workflows that are repeatable, scalable and effective in closing the sale
• Designing outcome driven techniques used in team meetings
• Build 1:1 coaching structure a TL can use to improve sales at the individual level
• Ability to identify sales opportunities within service call types
• Work in a cross functional reporting matrix and influence key groups (recruiting, training, OJT leaders, TLs, OMs and Directors) to improve the overall delivery
• Building the sales culture inside of HGS
• Partnering with HR, Recruiting, Training, etc. to improve our selection, onboarding and training for sales positions
• Plans and coordinates projects to improve the operational efficiency and effectiveness of the sales force
• Develops processes and procedures to support the sales process and participates in the development of requirements for sales support systems
• Promote a culture that reflects the organization’s values, encourage continuous improvement, and reward productivity and innovation; manage employee fallout to achieve appropriate balance between healthy and unhealthy attrition.
• Ensure coaching for continuous improvement by developing and subsequently implementing new projects, policies, and procedures to meet strategic goals; develop and implement plans to improve employee satisfaction and productivity in contribution to continuous business growth.
• Continually refine and review Sales’ process, forecasting methodology, and sales tools to support change and efficiency improvement
• Developing and implementing sales processes for sales teams, specialists and other representatives
• Researching and analyzing data to create sales forecasts
• Collaborating with other departments and upper management to identify business goals
• Build strong operations management culture delivering against KPI, SLA with high quality
• Collaborate and share best practices across GEO’s

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.

MINIMUM JOB REQUIREMENTS: (Education, Experience, Skills)

• Bachelor’s Degree in Business Management, Sales/Marketing or related field or equivalent experience preferred
• At least 5+ years of managing sales administration, lead generation, inside sales, SDR/BDR
• Has successfully shown strategic thinking initiatives
• Has experience in managing a sales team of at least XX employees, assessing and building a high-performing, driven team of inside sales representatives or territory/account/client managers.
• Must have a professional, positive business image and the ability to respond appropriately to a variety of situations, including dealing with difficult situations and handling confidential information.
• Has a proven track record of having a goal-oriented approach to reach and exceed monthly/yearly quota.
• Intermediate proficiency in PC computer software, to include MS Word, Excel, PowerPoint
• Communication skills for effective verbal and written communications with sales teams, operations specialists, collaborating departments and upper management
• Strong phone presence with comfortability to make cold calls and schedule meeting
• Creative writing skills with keen eye for detail to craft outbound messages
• Strong listening and presentation skills
• Demonstrated problem-solving and decision-making skills
• Experience in BPO or Digital CX preferred
• Experience in a sales operations role that includes analyzing data / metrics, conducting gap analyses, creating process maps, developing action plans, and leading cross-functional efforts
• Advanced analytical and problem-solving skills to identify opportunities for sales process improvements and develop and implement new strategies
• Financial skills and business acumen to understand sales profitability and opportunities
• Research and reporting skills to analyze sales data and consumer trends to create sales forecasts