Sales Support Operations Manager
14 days ago
Charlotte
Job Description Job Summary Serve as a Sales Support Operations Manager collaborating with key leaders and stakeholders across all business units to transform the Customer Experience, as well as make sure that customers are at the center of every business decision. About ACN We are the leading direct seller of telecommunications, energy, and essential services for home and business. Job Duties • Coordinate and assist in the development of operational solutions to solve complex challenges., • Plan, assign, and direct workflow in ACN Center of Excellence., • Distribute new and/or updated information., • Monitor call production and customer service skills., • Supporting the launch of new products and product extensions/transitions., • Manage disciplinary actions as needed up to and including separation of the company., • Able to effectively develop processes and procedures working alongside various departments, levels of positions including top executives., • Ability to lead, develop and coach professionals while possessing strong mentoring and employee development skills., • Enthusiastically represent ACN’s brands, always as an advocate, whether online or in person., • Coming up with and driving initiatives for how we can improve our customer experience, • Must be detail oriented with a strong design style and commitment to quality, • Must be able to manage time, work under pressure and deliver on tight deadlines, • Lead employees to meet organizational expectation and create a workplace culture aligned with ACN’s corporate vision, • Sense of urgency, • Ability to make decisions quickly under pressure, • Must be goal-oriented and accountable, • Collect data, analyze trends, and develop weekly reporting for senior leadership, • Work closely with C-Level Suite to implement and deploy corporate initiatives, • Proactively assist the Business by providing insight and recommendations for product development/process improvement, • Knowledge of writing and documenting standard operating procedures, • Flexible schedule, • Proficient in Microsoft Suite (Excel, Visio, PowerPoint), • 1 year of experience with reporting systems such as SAP BO, Oracle SQL, • HS Diploma or equivalent required. Bachelor’s degree preferred, • 5-year minimum experience in a call center Onsite employees – As a condition of your employment with ACN, Inc, you may be required to work onsite at our designated office or facility. When considering this position, please be aware that you will be expected to perform your duties at our physical location as outlined in your offer of employment, We understand circumstances may require temporary remote work arrangements and exceptions may be granted on a case-by-case basis. However, it’s essential for candidates to understand that the standard expectations is to work onsite. Physical Requirements: Reasonable accommodations will be provided to enable individuals with disabilities to perform essential functions on a case-by-case basis. • To perform this job successfully, the individual must be able to perform each essential duty satisfactorily., • The physical demands described here are representative of those indicative of a typical corporate office. environment. This includes prolonged periods of sitting at a desk and working on a computer., • Required to stand periodically; walk, hear, listen, talk, and visually see., • Use hands to finger, handle, or feel; the ability to reach with hands and arm. Please be aware that this position requires successful candidates to complete mandatory security training during their onboarding process. Security training is essential to our commitment to maintaining a secure work environment, protecting sensitive information, and ensuring the safety of our personnel. The specifics of the required security training will be communicated during the onboarding process. If you are prepared to fulfill this training requirement and are enthusiastic about contributing to our organization's security culture, we invite you to apply for this position. Federal and State Disclaimer ACN is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ACN observes the Workers Fairness Act in South Carolina, protecting employees and applicants for employment with medical needs arising from pregnancy, childbirth or medical conditions related to pregnancy or childbirth This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.