Call Center / Sales Director
About Opcity:
Opcity helps real estate brokers, lenders and settlement service providers serve online customers. The number of home buyers/sellers who start their process online is growing much faster than the industry as a whole. Opcity makes the real estate experience better by instantly and seamlessly matching consumers to the best agent for them, and facilitates the buying and selling process by connecting and coordinating the vital services within the home buying/selling ecosystem. Through its proprietary matching algorithm and SMS live-transfer distribution platform, Opcity is able to instantly connect the best agent with the highest probability of conversion to the right consumer at the right time. Opcity’s matching model is based on sixteen (16) years of agent historical performance, predictive analytics, and a learning model of iterative improvement. Opcity’s network of providers, technology platform, and toolkit allow Opcity to be the primary concierge for the consumer during the home buying/selling experience.
Description:
The Sales Director provides strategic and applied leadership and management for the entire Client Success Call Center environment (100+ Client Success Reps). The Sales Director position is responsible for developing, leading, counseling, motivating, and managing a team of Managers to achieve goals and quota by delivering superior service and solutions to Opcity’s clients. The Sales Director is responsible for providing the necessary tools, information, and coaching for Managers and their teams to be successful. This includes creating a safe and fun culture to promote employee morale and engagement. The Sales Director is also expected to identify improvement opportunities in our processes, reporting, metrics, products, customer service and sales strategies.
Duties & Responsibilities:
- Responsible for achievement of overall goals with focus on call center goals and metrics including dials, successful activities, closes and conversions while continuously improving the quality of services provided to clients and partners. Develops and executes strategic plans necessary to do so.
- Coach Managers on management, leadership, planning, coaching and developing high performing teams in the call center. Implement and assure compliance with all company process requirements, rules and policies
- Sales Director should be the champion of the scripts, Sales, and Quality processes and should coach and manage Reps and Managers in accordance in order to develop them, drive productivity, and ensure the requirements are understood
- Proactively identify opportunities for corrective action and counsel, discipline, and/or administer warnings to staff when adherence to policy and Quality are not met
- Manage Call Center and overall support workload, staffing levels, resources, attendance and culture by communicating guidelines and upholding expectations on company policies
- Lead team meetings to discuss daily operations and performance to create a strong sense of motivation and encouragement
- Partner and communicate with other departments and related groups to improve use of technology and develop solutions to improve efficiency, quality, culture and overall call center performance.
- Coordinates the involvement of company personnel, including support, service and management resources in order to meet partner performance objectives and partners’ objectives.
- Collaborate with Quality to understand emergent trends and implement best practices.
- Partner with HR & Recruiting to align recruiting resources to business and market strategies and needs.
- Collaborate with Training to facilitate a successful transition from Training to the sales and call center teams.
- Participate in interviewing prospective Manager candidates and assessing the necessary skills and traits that best align with the positon and the Opcity culture.
- Collaborate with other company leaders to creatively foster a fun and positive work environment.
- Provide reports and/or assessments of Call Center performance, attendance, development, achievements, as requested
- Other projects and duties as assigned by manager and executives
What We Like To See / Measures of Success:
- Bachelor’s degree highly desirable
- At least 5 years leading and managing a complex, dynamic call center environment focused on sales, customer service or client relationships in a business setting where a product or service is supported. years related work experience managing a call center or sales team preferred.
- Must have managed managers in another environment to qualify for this role
Key Competencies
- Communication Proficiency
- Time Management
- Effective Listener
- Deductive Reasoning
- Problem Sensitivity
- Multitasking
- Organization
What We Offer:
- Working with a highly-motivated team with a proven track record of success that also has a lot of FUN!
- Casual work environment, rewards and recognition and fun events
- Competitive pay plus equity/stock in a fast-growing startup
- Medical, Vision, Dental, Disability and Life Insurance plus Flexible and Dependent Care Spending Accounts
- Investment in growing your career and providing you opportunity to have an immediate and massive impact on a growing company with a revolutionary business model
Starting Early November:
- Onsite gym with showers and lockers
- Free lunch provided daily
- Located on private members only disc golf course
Diversity is important to us, therefore, Opcity is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Opcity will provide reasonable accommodations for otherwise qualified disabled individuals.