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As a Sales Operations Manager, you will play a critical role overseeing the operations of support teams to provide excellent customer service to our corporate clients and intermediaries. The role requires strong leadership skills, a deep understanding of the employee benefits industry, and the ability to identify and implement process improvements through automation. This position is key in optimizing the efficiency of the support team and enhancing the overall customer experience by leveraging technology.
Key responsibilities:
1. Team Management:
o Lead support teams to ensure consistent delivery of exceptional service to corporate clients and intermediaries.
o Set clear goals and KPIs, monitor performance, and ensure objectives are met.
o Foster a culture of continuous learning through training, development, and mentoring.
o Ensure meeting and exceeding SLAs, driving efficiency and customer satisfaction.
o Manage complex or escalated customer issues directly, ensuring timely resolutions.
o Balance automation with personalized service to champion an outstanding client experience.
2. Automation Identification and Implementation:
o Identify opportunities for automation to streamline support processes.
o Collaborate with the sales optimization team to implement AI-powered chatbots, automated workflows, and self-service portals.
o Monitor and optimize automated processes based on performance data.
3. Reporting and CRM Management:
o Develop dashboards to track performance metrics such as team performance and customer satisfaction.
o Maintain accurate CRM records to support client management.
o Use analytics to identify trends, bottlenecks, and opportunities for improvement.
4. Collaboration and Stakeholder Engagement:
o Build relationships with cross-functional teams to drive automation and improve the customer journey.
o Act as a trusted advisor to clients and intermediaries, understanding their needs.
o Ensure data security and compliance with industry regulations and company policies.
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