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Call Center Operations Manager

MAJORITY

MAJORITY

Customer Service, Operations
United States
Posted on Friday, June 28, 2024

Team:

Call Center Operations Manager

We are looking for a skilled Call Center Operations Manager to support our Online Sales team in Miami.

MAJORITY is a groundbreaking mobile banking service built for migrants, by migrants. Global migration is a 21st-century reality, whether people are following their dreams, love, or new experiences. 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 are MAJORITY, people without borders from 20+ countries around the world. The most important thing for us is working with ambitious people who are passionate about making a difference and keen to help us achieve our mission. Does that sound like you? Then we’d love to hear from you.

We’re expanding our fantastic Online Sales team in the Miami office. 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 data-driven expert in call center operations and sales strategies who will lead our team to success. In your role, you will:

  • 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.
  • Lead and Coach the Team: Provide leadership and guidance 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: Procure and work with international call centers to replicate successful campaigns abroad.
  • 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 for

The 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 Scientist: 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.

Requirements

  • Must speak English and Spanish fluently.
  • At least 3 years of relevant work experience in call center operations or sales management.
  • Demonstrated experience in running successful conversion, upselling, cross-selling, and anti-churn campaigns.
  • Strong knowledge of call center technologies and tools.
  • Ability to analyze performance metrics and adjust strategies accordingly.

Note: This position is intended to be in-person in our Miami office and will be reporting to our Head of Online Sales.

If you’re interested in joining our mission as Call Center Operations Manager, please apply by submitting your CV alongside a cover letter.

We believe in equal opportunity and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.