Senior Director, Call Center Sales Operations - Alert Communications

Description

About Alert Communications: 

Alert Communications, an EverService company, is a 24/7/365 live answering service is a legal only call center that handles leads, current clients and intakes for law firms, independent lawyers and legal marketing agencies in every practice type. Our company culture is people focused; the happiness of our team is a top priority. Our employees are passionately engaged with their work and take advantage of opportunities to learn, grow, and develop. By facilitating open and honest communication at every level, from customer-facing receptionists to our senior leadership team, we continue to create an environment of trust and integrity. 

Summary of Position

The Director of Call Center Sales Operations is responsible for developing and executing strategies to maximize customer lifetime value through effective sales efforts in a call center environment. This role involves setting sales strategies, developing sales scripts, recruiting and hiring sales agents, ensuring lead follow-up, monitoring quality assurance, setting compensation and commission structures, reporting key performance indicators, and leveraging new technologies, including AI, to enhance efficiency and productivity. This role requires strong leadership skills, a deep understanding of call center metrics, and the ability to implement strategies that improve performance and efficiency.

Requirements

Position Responsibilities:

• Develop, forecast, and monitor budget and utilize operational resources
• Manage the call center budget and ensure cost-effective operations
• Develop and execute an on-/near shore strategy to scale the team for explosive growth
• Design and implement a competitive compensation and commission structure to incentivize and reward high performance
• Lead, mentor, and manage a team of outbound agents and supervisors
• Collaborate across the enterprise with senior leadership to engineer continuous process improvements
• Foster a positive, motivated, and results-driven work environment
• Develop and implement call center strategies to improve conversion performance, efficiency, and client engagement
• Implement training programs to enhance the skills and knowledge of call center staff
• Train sales agents on script usage and adapt scripts to different customer segments and situations
• Create and optimize sales scripts to ensure clear, persuasive, and effective communication for clients
• Ensure all leads, both new and existing, are contacted promptly and efficiently
• Establish quality assurance protocols to monitor and evaluate sales calls
• Develop and maintain reports on key performance indicators (KPIs) to track sales performance, productivity, and customer satisfaction
• Provide regular feedback and coaching to sales agents to improve performance and maintain high-quality standards.
• Implement corrective actions and training programs as needed to address performance gaps
• Present regular performance reports and updates to executive management
• Identify and manage risk within business unit/functional area
• Monitor call center metrics and KPIs and provide regular reports to senior management
• Use data insights to make informed decisions and provide strategic recommendations to senior leadership
• Stay updated on industry trends and advancements in sales technology
• Evaluate and implement new technologies, including AI and automation tools, to enhance sales efficiency and effectiveness

Requirements:

• Bachelor's degree in Business, Marketing, or a related field is preferred 
• Proven experience in B2B sales, preferably with a focus on legal services or software for small businesses preferred
• Proven track record of managing and developing a successful call center team and achieving performance targets
• Must have a data-driven approach to swiftly and decisively make informed decisions
• Proficiency in call center software and technology
• Proven skill architecting and executing a clear vision that inspires your teams and promotes buy-in
• Experience integrating a supplemental staffing model that included near- and offshore resourcing
• Exceptional skill communicating customer issues in a meaningful way to both technical and business audiences of varying degrees of seniority
• Demonstrated ability to develop and implement successful sales scripts and training programs
• Experience in recruiting, hiring, and managing high-performing sales teams
• Excellent communication, leadership, and motivational skills
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities

Benefits

We’ve got you covered: 

EverService is proud to offer a variety of benefits to support employees and their families, including: 

• Medical/Vision, Dental, Retirement 
• Life Insurance 
• Sick Time 
• Paid Time Away (PTO) 

About EverService Holdings, LLC: 

EverService is a global provider of tech-enabled business solutions for companies of all sizes, helping them to grow and scale with digital marketing, website design & development, scheduling & booking services, 24/7 answering services, inbound & outbound sales, live virtual receptionists, client & patient intake, and IT services. The company focuses on end-to-end solutions specialized for the legal, medical, home services, retail and technology industries integrated with clients’ CRM, EHR and operational systems. EverService goes to market with vertically integrated, industry-leading brands including Alert Communications, Blue Corona, Nexa Receptionists, Mid-State Communications, Client Chat Live, Mainline Telecommunications, Nexa Healthcare, RYNO Strategic Solutions, iLawyer Marketing and Strike Healthcare. For more information, visit EverService at https://everservice.com/  

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.