Iowa Employer Senior Operations Manager in WEST DES MOINES, Iowa

OVERVIEW:RAISE THE BARMass Markets is a rapidly growing, industry leading business process outsourcing and software development organization. As a high growth organization with an entrepreneurial culture we are committed to a high octane, fun and collaborative work environment. As a member of the Mass Markets team you will have a high degree of responsibility and autonomy giving you a singular opportunity to make a difference is the organizations shape, direction and growth. Competitive PayEmployee Stock ContractOpportunity for AdvancementFull Medical, Dental & Vision BenefitsPaid Time Off and Paid HolidaysIRA OptionsFlexible Work ScheduleWork at Home OpportunityCompany Paid Cell PhonePositive Team EnvironmentGreat Office EnvironmentLife InsuranceRESPONSIBILITIES:The Senior Operations Manager is responsible for the management and development of supervisors and all other operational management associated with day to day contact center operations. Operationally, the Senior Operations Manager is responsible for the development and implementation of all operational strategy the ensures that performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment and leadership.Manage Sales SupervisorsOversee quality, production, and hours.Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectivesManage metrics, performance criteria, policies and procedures to continuously improve call center productivityDirects sales forecasting activities and sets performance goals and objectives accordinglyReview and provide guidelines and best practices for maintaining competitive edgeDevelop and maintain strategy on ensuring customer satisfaction on all sales transactionsAnalyze and respond to changing market conditions, to include competitive benchmarkingAnalyze trends which includes producing statistical reports on individual performance and sales trendsProvide team motivation and development to maximize sales opportunitiesResponsible for the overall performance and productivity of SupervisorsResponsible for weekly payroll review and submission to ensure correct entriesBuilding management of all building maintenance.Responsible for the physical security of the buildingOther duties and responsibilities as assigned QUALIFICATIONS:The ideal candidate for this role would share and understand the high growth objectives of Mass Markets. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent Mass Markets internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives. Associate's degree and/or relevant work experienceExceptional interpersonal & communication skillsStrong supervisory experience including staff developmentWorking knowledge of Microsoft Office including Outlook, Excel, Word & PowerPointDemonstrated ability to drive sales through the actions of othersUnderstanding of call center tools and technology used to manage KPIs and SLAsPossess effective conflict resolution skills (both customer and agent conflict)Possess time management, planning, organizational and multi-tasking skillsAbility to learn new products and systemsAbility to work in a professional fast-paced environmentFIND OUT MORE AT www.massmarkets.jobs or www.massmarkets.com