Director of Call Center, Teleservices and Sales Support

 

Job Title: Director, Call Center, Teleservices and Sales Support

Date: 8-26-08

Job Code: HR

Date Modified:  

 

 

Exemption Status: Exempt

Level: Director

Reports to: President

Location: HQ-Pompano Beach, Florida

 

QZINA Specialty Foods, Inc.   http://www.qzina.com/ - Job Summary and Scope: To lead our Sales Support team providing customer service, inbound and outbound call center, teleservices and order entry services in support of our sales and operations organization. Providing world class customer service and sales support.  Objective: Sustainable, Profitable Sales Growth.

Contact: Elena Djakonova at elenad@qzina.com

 

Job Responsibilities:

 

% of Time:Build and maintain effective relationships with the President and the leadership team.  Become a key part of the organization’s leadership structure.

15%Develop and maintain detailed understanding of the enterprise.  Provide Sales Support leadership to senior management in organizational design, recruiting, talent selection and development, commitment creation, and performance management. 

10%Build capability within the Sales Support organization to support the sales and operations projects, collaboratively involve other functions, and communicate timely and effectively up, down, diagonally, and across the corporation. 

10%Provide leadership in change management by developing tools and processes and training the organization in effective change management.

10%Coordinate effective and appropriate delivery of Sales Support services in support of business strategies.  Achieve and adhere to consistency of Sales Support processes and provide reliable, dependable and value added services.

10%Develop, interpret, and communicate business strategies and needs.

10%Develop annual strategic Sales Support plan.

10%Manage large Sales Support projects within and across business units.

10%Implement programs that enhance employee engagement, spark enthusiasm, and reaffirm the mutual commitment between company and its team members. 

10%Perform other related duties as required.

5%

 

Position(s) Supervised:
Manager, Sales Support (Vancouver & Pompano Beach)

Sales Support Staff (Vancouver & Pompano Beach)Customer ServiceCall Center (Inbound & Outbound)Order Entry

 

 

 

 

 

 

Sales Support Skills:Up sellingCross sellingAOV improvementScriptingProspectingCustomer and Employee RetentionCustomer and Employee Relationships/SatisfactionIn depth knowledge of Sales Support software and support tools

 

Skills / Experience / Education Requirements:

Education: Bachelor’s Degree

Major or Specialty Area: Sales Support

Experience: Minimum of 8+ years of related Sales Support managerial experience

 

Other:

1)  Experienced in basics of human resources:

o  Recruiting

o  Staffing

o  Training

o  Organizational development and design

o  Rewards and recognition

o  Performance management

o  Budgeting, negotiating and cost management

2)  Have, or be able to develop, good knowledge of business processes

3)  Courage

o  Put a stake in the ground and stand up for the right thing to do

o  Believe in and rigorously execute to established standards, as opposed to “situationalâ€� solutions

o  Show leadership and courage when it’s necessary to tell higher management when they’re in the wrong

4)  Highest personal integrity

o  Keeps confidences

o  Trustworthy

o  Driven by principles

5)  Excellent relationship-building skills and positive attitude

6)  Excellent business communication skills, both verbal and written

7)  Strong facilitation and project management skills

8)  Demonstrable change management experience

9)  Customer service orientation

10)  Strong problem solving skills, especially intrapersonal problem solving

11)  Understanding of basic financial principles

12)  PC applications: working knowledge of Outlook, Word, Excel, PowerPoint

 

 

 

 

 

 

 

Clients:CustomersLeadership teamAll corporate team membersSalesBranchesSourcing & supply chain

 

 

Desired OutcomesSustainable Profitable Sales Growth

 

Working Conditions:

Ability to travel North America approximately 25%

 

Physical Requirements: While there are no special physical requirements, the position will be under constant time pressure and will need to balance conflicting projects and initiatives.