Job Summary
Are you a highly skilled and customer-centric telemarketing or call center manager leader with a proven track record?
Looking for a company with real growth opportunity for you? Tired of jumping around?
How about a place where you'll actually be recognized and rewarded for your contribution?
Want to work as part of an ALL-STAR team that's really making a difference in the world?
Want a genuine virtual position where you can work from home as an EMPLOYEE and with GREAT BENEFITS?!
Look I know you're busy and we all know there are tons of boring and repetitive job postings lacking transparency out there, so I'll just dive right on in here
I have a RARE and EXCITING opportunity here for the right person
My name is Ryan Withrow, and I am the Director of Telemarketing here at The Healthy Back Institute. We help people live without pain, naturally and safely. MILLIONS of people, literally all over the world. We do this via cutting-edge educational information, breakthrough products and by providing truly loving care and service to our customers. That's right, we don't want to hire anyone unless they have genuine care for our customers. Period.
Right now, we are growing FAST (we've grown every year since we started the company way back in 2003) and I need to build and strengthen my already strong team. That's why I'm looking to fill this Telemarketing Manager position with someone that has true all-star talent.
Here's a summary of the role
POSITION SUMMARY:
The Telemarketing Manager position will focus on driving profitable sales growth through our modern virtual work from home contact center while creating an incredible customer experience.
You will partner and collaborate with other leadership teams ensure all actions and implementations are congruent with overall company culture, structure and needs. You will be responsible for executing a customer-centric strategy connected across multiple phone channels and for driving results through departmental KPIs. You must have a hands-on approach in leading and implementing new programs to optimize the customer experience and grow the department's sales figures.
The role requires a strong combination of people management and project management. You will own or be responsible for everything having to do with the telemarketing sales of our products, recruiting and hiring, data analysis, team management, coaching, customer satisfaction, process optimization and more.
You must be able to get things done through others as well as execute on your own. So the role is a mix of directing, managing and executing. You can't be afraid to get your hands dirty!
Since the role will be virtual, you should be able to prove that you have produced consistent, excellent results while working remote for an extended period in the past.
You will be required to do a small amount of travel for executive team meetings, our annual company retreat and other relevant seminars, events, etc. All travel is paid for by the company.
THE SUCCESSFUL CANDIDATE WILL:
Analyze, prepare, and report all department data with an extreme focus for solution engineering to optimize agent, departmental and company performance
Communicate, collaborate and partner effectively at all levels of the organization from the executive team to the hourly workforce; exhibit executive presence in all channels and interactions
Own the daily operations of the telemarketing teams as the leading point of contact for the Director of Telemarketing, proactively providing insight and recommendations as needed; first responder to priority issues.
Collaborate with the operations team to review people, processes and technologies to maximize experience, efficiencies and effectiveness in all channels employing modern strategies and innovations.
Lead the culture of ongoing development by example; work collaboratively and side-by-side with other leaders in the organization to bring to life leadership model that drives improved performance
Identify and prioritize areas needing attention or improvement in our sales processes and/or customer experience and develop sound action plans to make improvements happen
Exhibit a passion to build and create growth and operation strategies to ensure a seamless customer-centric journey and deliver world-class customer experiences while driving growth and managing sales channels
Drive increased sales and work with agents and supervisors of all 3 existing sales teams (inbound, retention, and outbound)
TO BE CONSIDERED YOU MUST
HAVE STRONG EXPERIENCE IN THESE AREAS:
3 years+ Telemarketing Sales Experience
2 Years+ Telemarketing Sales Manager / Director
Both Virtual and In-Office Management
Proven track record of increasing sales KPIs and growing team members
Must have an INCREDIBLE customer-centric focus
HAVE EXPERT LEVEL SKILL IN THESE AREAS:
Excellent analytical skills (financial analysis, performance data, agent deliverables, campaign performance)
Data analysis visual aid creation (Google Docs/ Microsoft Excel / Access / SQL, v-lookups, pivot tables, complex formulas, etc)
Project management - ability to manage multiple projects with different resources, priorities and timelines
Management and optimization of telemarketing operations
Working with technology/platforms as well as tech teams regularly (must be a solutions engineer)
Ability to work independently without significant supervision
NOT REQUIRED, BUT NICE TO HAVE:
Experience in nutritional supplement or other health related business
Experience working for a direct response company
DO THESE TRAITS DESCRIBE YOU?
Driven - determined to be successful and meet or exceed goals
Optimizer - a knack and love of making things better
Strategic - Has vision and can create well thought out plans
Analytical - Can easily identify trends, patterns, problems and create solutions
Organized - Able to manage multiple projects on time and on budget
Productive - Is stellar at managing time and understanding the 80/20 of efforts
Detail oriented - Thrives on the details, data, and digging into it when needed
Great communicator - Superior written and verbal communication
High energy & drive - Relentless, passionate, self-starter, super determined
Responsible - Thrives on accountability and ownership on tasks, projects, etc.
Resourceful - Easily finds ways to CRUSH bottlenecks and implements fast.
Team Player - Collaborates well, loves to see the TEAM win.
Humorous - Enjoys having fun doing what they love with us.
Change Junkie - Thrives on changes in the workplace.
Approachable - Easily hears and listens to others feedback, requests, etc.
Leans In to Friction - Able to have the hardest of required conversations and deal with them as a true leader in the organization.
Yes, I know, it's a long list and you likely don't meet all of these criteria as I said at the start of this letter, I really am looking for that rare gem, it's an unusual combination to find
But, if you are that rare unicorn and you meet all of the above criteria, I definitely want to hear from you please fill out the online application ASAP
And if you don't possess them all, but are damn close (I'm talking over 90%), then please apply and WOW me with your answers to the questions because I'd love to learn more about you and see if we think it's a mutual match.
NOW IT'S DECISION TIME...
If this job posting has scared you, offended you or annoyed you in anyway, then we know this is not for you and I appreciate you checking this opportunity out and I wish you the best.
If, however, you love my honesty, openness, sense of humor and are a true super-star performer and are up for a fun but very rewarding challenge, I would love to hear from you.
IMPORTANT... BEFORE YOU APPLY:
If you do not meet the criteria as outlined above, please don't waste your time or ours by filling out the application. We hate wasting time and I bet you don't like to, either so please, only apply if you seriously feel this role is one you are very interested in, you feel you are a great match, and you meet all (or 90%) of the criteria outlined above.
Here's a little bit more about why you might want to join us
BENEFITS & PERKS:
Work life balance / flexible schedule
Remote / virtual work from home position
Above average compensation
Performance based bonuses
401k
Medical, dental, life and disability insurance
Paid vacation and time off (PTO)
Paid travel
Paid continuing education
Discount on HBI products
True rock-star, family like team
KEYWORDS:
Telemarketing Operations Manager
Phone Sales Manager / Director
Call Center Supervisor / Manager / Director
Inside Sales Director / Manager
Direct Response Call Center Management
