Majority
Call Center Operations Manager
Majority, Miami, Florida, us, 33222
We are looking for a skilled Sales Operations Manager to lead our Online Sales call center teams from our offices in
Miami .MAJORITY is a groundbreaking mobile banking service built for migrants, by migrants. Our purpose at MAJORITY is to empower the ambitious, the brave, and the talented and help them achieve their dreams. We believe that everyone deserves the same opportunity to succeed. Thus, our mission is to provide migrants the tools they need to thrive in their new country. Come join us!We’re expanding our fantastic Online Sales team in the Miami office located in Wynwood. As part of the team, you’ll be in charge of maximizing our outbound and inbound call operations efficiency by overseeing conversion, upselling, cross-selling, and anti-churn campaigns to leads and customers.What’s the role?We’re looking for a true sales leader, ready to step into a managerial role leading call center operations and sales strategies. This individual will direct our call center teams in the US and Colombia in order to:Develop and Implement Effective Campaigns:
Use data and insights to design business cases and launch plans for new, upselling, cross-selling, and anti-churn campaigns via phone calls and WhatsApp.Lead and Coach the Team:
Provide leadership, guidance, and sales expertise to call center representatives, fostering a high-performance culture and ensuring consistent execution of best practices.Analyze and Optimize Performance:
Monitor and analyze key performance metrics to identify trends, opportunities, and areas for improvement, ensuring campaigns meet or exceed targets.Ensure High-Quality Interactions:
Maintain high standards of customer service and ensure all communications align with the company’s values and objectives by creating a rigorous QA and training program.Scale the team across countries:
Scale the team from 8 agents to over 30 while working with international call centers to replicate successful domestic campaigns.Collaborate with Other Departments:
Work with sales, product, CRM, legal, compliance, and customer service teams to ensure alignment and support for campaigns.Manage Technology and Measurement:
Oversee the implementation and optimization of call center technologies and measurement of campaign lift to improve efficiency and effectiveness.Who we’re looking forThe ideal candidate will be:A Self-Starter:
Able to get into the weeds, take initiative, and work independently to drive projects forward with multiple stakeholders.Highly Strategic:
Capable of developing and implementing innovative strategies that drive conversion, upselling, cross-selling, and reduce churn.Exceptionally Organized:
Possessing the organizational skills needed to efficiently manage multiple campaigns and initiatives.A Problem-Solver:
Possesses a scientific mindset, characterized by a systematic, iterative approach to problem-solving. Applies the scientific method to test concepts, rigorously analyzing data and refining hypotheses to drive continuous improvement.A Great Coach:
Highly competitive, motivational, and able to maximize the potential of every employee.Customer Obsessed:
Fully dedicated to maximizing the customer experience of each and every MAJORITY customer.RequirementsMust speak English and Spanish fluently.At least 3 years of relevant work experience in sales, sales operations, or call center management.Demonstrated experience in running successful conversion, upselling, cross-selling, and anti-churn campaigns.Ability to analyze performance metrics and adjust strategies accordingly.Note: This position is intended to be in-person in our Miami office, located in Wynwood, and will be reporting to our Head of Online Sales.If you’re interested in joining our mission as Sales Operations Manager, please apply by submitting your CV alongside a cover letter.
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Miami .MAJORITY is a groundbreaking mobile banking service built for migrants, by migrants. Our purpose at MAJORITY is to empower the ambitious, the brave, and the talented and help them achieve their dreams. We believe that everyone deserves the same opportunity to succeed. Thus, our mission is to provide migrants the tools they need to thrive in their new country. Come join us!We’re expanding our fantastic Online Sales team in the Miami office located in Wynwood. As part of the team, you’ll be in charge of maximizing our outbound and inbound call operations efficiency by overseeing conversion, upselling, cross-selling, and anti-churn campaigns to leads and customers.What’s the role?We’re looking for a true sales leader, ready to step into a managerial role leading call center operations and sales strategies. This individual will direct our call center teams in the US and Colombia in order to:Develop and Implement Effective Campaigns:
Use data and insights to design business cases and launch plans for new, upselling, cross-selling, and anti-churn campaigns via phone calls and WhatsApp.Lead and Coach the Team:
Provide leadership, guidance, and sales expertise to call center representatives, fostering a high-performance culture and ensuring consistent execution of best practices.Analyze and Optimize Performance:
Monitor and analyze key performance metrics to identify trends, opportunities, and areas for improvement, ensuring campaigns meet or exceed targets.Ensure High-Quality Interactions:
Maintain high standards of customer service and ensure all communications align with the company’s values and objectives by creating a rigorous QA and training program.Scale the team across countries:
Scale the team from 8 agents to over 30 while working with international call centers to replicate successful domestic campaigns.Collaborate with Other Departments:
Work with sales, product, CRM, legal, compliance, and customer service teams to ensure alignment and support for campaigns.Manage Technology and Measurement:
Oversee the implementation and optimization of call center technologies and measurement of campaign lift to improve efficiency and effectiveness.Who we’re looking forThe ideal candidate will be:A Self-Starter:
Able to get into the weeds, take initiative, and work independently to drive projects forward with multiple stakeholders.Highly Strategic:
Capable of developing and implementing innovative strategies that drive conversion, upselling, cross-selling, and reduce churn.Exceptionally Organized:
Possessing the organizational skills needed to efficiently manage multiple campaigns and initiatives.A Problem-Solver:
Possesses a scientific mindset, characterized by a systematic, iterative approach to problem-solving. Applies the scientific method to test concepts, rigorously analyzing data and refining hypotheses to drive continuous improvement.A Great Coach:
Highly competitive, motivational, and able to maximize the potential of every employee.Customer Obsessed:
Fully dedicated to maximizing the customer experience of each and every MAJORITY customer.RequirementsMust speak English and Spanish fluently.At least 3 years of relevant work experience in sales, sales operations, or call center management.Demonstrated experience in running successful conversion, upselling, cross-selling, and anti-churn campaigns.Ability to analyze performance metrics and adjust strategies accordingly.Note: This position is intended to be in-person in our Miami office, located in Wynwood, and will be reporting to our Head of Online Sales.If you’re interested in joining our mission as Sales Operations Manager, please apply by submitting your CV alongside a cover letter.
#J-18808-Ljbffr