Who we are:
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
Position Summary:
The Sr. Inside Sales Operations Manager manages the day-to-day operations of the Inside Sales Representatives and BPO sales partner activities, leading our Indirect Sales team to deliver quality focused sales. This role supports company and departmental goals by directly influencing sales to the right customer, leading upskilling, and training strategies, improving adoption, and driving transformational efforts.
This is a Remote/Work from Home position reporting to VP of Inside Sales.
What you will do:
Leads a team of Managers, Operations Supervisors and BPO Partners, working collaboratively to provide direct level support that maximizes revenue and operations efficiency.
Establishes high standards for productivity, quality, conversion, and team cohesiveness
Cultivates a strong departmental culture through active team member engagement
Provides continuous feedback and conducts all performance management processes for direct reports
Assists Managers and Supervisors with scheduling needs to maximize productivity and performance to include reviews of time and attendance of team members
Actively listens to and helps to resolve employee relations concerns among the team, working with human resources for escalated situations
Instills and promotes company values and mission through role modeling leadership and core value behaviors
Establishes operational objectives and work plans while delegating and developing ISR Managers and Operations Supervisors
Responsible for developing strategic initiatives for conversion and sales quality improvements
Manages and improves department performance through monitoring productivity, sales and call center tools, system audits, and quality assurance measures
Ensure proper Manager and Supervisor oversight of calls/chats to be handled within the expected levels of service and quality
Works with leadership to calibrate representative calls to improve skill and execution
Conducts data analysis to identify approaches for sales and installation
Provides feedback to management, marketing, and product teams focused on continuous improvement measures and collaboration
Works with business systems teams to ensure the customer relation management system is set up to collect accurate new customer information and data that provides productive insights
Ensures compliance to guidelines and directives, decisions are guided by policies, procedures, and department goals
Drives new sales initiatives and sales tool improvements to improve conversion strategies
Responsible for meeting established monthly KPI's for Inside Sales
Provides monthly reporting and key insight presentations to senior leadership
Conversion by channel and Caretaker vs Self
Lead dispositions
Sales quality
Evaluation form results
Training class results
Maintains consistent professional development through company provided workshops, training, and development opportunities
Takes an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team. Continually upgrade talent through timely talent management, development, succession planning and recruitment.
The kind of people we look for:
Versatile people who thrive on variety and challenge.
Excited about working in a fast-paced environment.
Innate problem solvers who want to grow in a flexible, collaborative culture.
Takes initiative, pushes boundaries, motivated to innovate.
Talented individuals with a growth mindset who want to use their learning and relationship-building skills.
Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.
Qualifications:
Bachelor's Degree preferred or equivalent years of direct experience leading productive teams
Minimum 7-10 years of leadership experience
5-7 years of experience in sales and/or sales training, preferably in a B2C environment
Working knowledge of soft skills, rapport building, agent upskilling, CTI scripting
Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.
Strong analytical, planning and budgeting skills. Ability to influence others.
Excellent verbal and written communication skills, presentation, and problem-solving skills.
Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
Willingness and ability to work flexible hours and travel (up to 5%); will include some overnight
travel. The department operates 6 days a week and this position will require flexibility to work evenings and weekends.
Proficient in MS Office, Salesforce CRM, Ring Central, In Contact and modern communication tools for virtual teams (i.e., MS Teams, Word, PowerPoint, and Excel)
Physical Demands :
Employees may experience the following physical demands for extended periods of time:
Sitting, standing, and walking (95-100%)
Keyboarding (70-90%)
Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)
Work Environment: Remote with Travel: Work environment is primarily indoors at home, customer or vendor site, or other business meeting venue; exposure to all @types of weather and temperature conditions during travel, and exposure to hazardous driving and traffic conditions. Travel (approx. 5%), may include overnight and out of state travel.
Compensation:
$100,000 to $110,000/yr plus Inside Sales Bonus determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate's qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.
Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.
ClearCaptions is an equal opportunity employer committed to inclusion and diversity . All employment decisions are based on business needs, job requirements , and individual qualifications, without regard to race , color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics .
Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
ClearCaptions is an Equal Opportunity Employer.
CC does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.
Job Details
Pay Type Salary
