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DIRECTOR OF CALL CENTER SALES AND OPERATIONS in Franklin Township, NJ at William Demant Group

Date Posted: 5/21/2018

Job Snapshot

Job Description

The Director of Your Hearing Network Call Center Sales is an integral member of the leadership team responsible for the daily operations and management of a concierge style sales center. The Director will lead a team of supervisors and agents in providing exceptional customer support and partnership to Hearing Care practices while providing best in class outreach to patients to book appointments. The Director strategizes and executes plans to ensure call targets and sales are met and is accountable for the overall operational performance, quality assurance, training and workforce management of the department. The Director will lead a strong, entrepreneurial team, within a large organization, to an industry leading position of call centers

  • Coach, inspire and motivate employees to support their customers and align efforts to maximize customer practice
  • Develop and manage call scripts to be used with lead generation and qualification. Implement creative training methods to assure the team consistently exceeds sales and conversion targets.
  • Lead a team of supervisors/managers to ensure training, development, and performance monitoring of agents.
  • Discipline use of CRM system, ensuring adherence to policy and maintenance of interdepartmental relationships.
  • Generate and review reports to monitor key metrics. Regularly report KPI’s to executive leadership and suggest alternative procedures to optimize telemarketing operations.
  • Partner with sales and marketing departments to ensure alignment with promotional campaigns and sales processes.
  • Manage the day to day operations of the group while maximizing appointment creation and conversion rates.
  • Implement a daily game plan for the success of the department. Conduct regular meetings to inform team of changes and inspire goal achievement.
  • Monitor the performance of employees with an emphasis on behavioral competencies, minimum quotas and procedural adherence.




  • Minimum 7-10 years of Call center and sales management experience including at least 3 years in the Call Center.
  • Experience managing effective sales programs in a fast-paced, multi-channel Call Center environment
  • Bachelor's degree in Business, Marketing or related field preferred
  • Strong experience developing and managing sales scripting process
  • Excellent analytical and problem-solving skills
  • Strong Communication skills both written and verbal
  • Strong organizational skills that support attention to detail
  • Proven experience leading workforce management and people development
  • Demonstrated competency in budget management
  • Previous experience in aggressively growing a call center from a start up to maturing including process technology and people
  • Strong team leadership and leads by example
  • Ability to work independently, with ambition and bias for action.