Contact Center Operations Manager

Summary

Join Henry Schein One as a Manager of Contact Center Operations, a remote position leading operational excellence in our contact center. Partner with Inside Sales and Marketing to improve sales metrics and efficiency, leveraging Six Sigma for process improvement. Lead and mentor the Contact Center Operations team, ensuring high performance and exceptional customer experiences. Monitor KPIs, develop reports, and forecast staffing needs based on data analysis. This role requires 10+ years of relevant experience, including management experience, a Bachelor's degree, and proven success in sales operations. Advanced understanding of sales operations, Salesforce, and CPQ processes is essential.

Requirements

• Typically 10 or more years of increasing responsibility and complexity in terms of any applicable professional experience
• 1 or more years of management experience
• Typically a Bachelor's Degree or global equivalent in related discipline
• Demonstrated success in a sales operation, business operations, or similar role
• Ability to understand high-level sales strategies, translate them into system and process requirements, and ensure local execution and business impact
• Analytical and demonstrated ability to extract key business insights through data analysis
• Proven Salesforce subject matter expert with experience creating reports, optimizing processes, training new hires, managing dashboards, and more
• Ability to manage multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment
• Record of accomplishment in driving change and removing hurdles in fast growth organizations by working cross-functionally with Marketing, Finance and IT
• Excellent written and verbal communication skills, including presenting to C-level executives
• Agile, self-starter who can work independently and collaboratively
• Experience with sales intelligence software (e.g. Outreach, Conversica, Salesforce, Einstein)
• Advanced understanding of sales operations including pipeline management, forecasting, and process improvement
• Advanced understanding of territory management including segmentation and modeling
• Ability to train sales on new technology implementation or new feature releases required
• Advanced understanding of CPQ processes and best practices
• Strong management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performance
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Excellent presentation and public speaking skills
• Excellent independent decision making, analysis and problem solving skills
• Understand and act on financial information that contributes to business profitability
• Ability to plan and manage successful projects; understand available resources, develop timeline, budget, assign tasks and areas of responsibility
• Lead team(s) to achieve company goals in creative and effective ways
• Excellent planning and organizational skills and techniques
• Communicate effectively with senior management
• Good negotiating skills and ability to effectively manage outsourced relationships
• Ability to influence, build relationships, understand organizational complexities and manage conflict
• Broad professional and managerial skills with a good understanding of industry practices and company policies and procedures
• Ability to lead virtual teams

Responsibilities

• Partner with the Inside Sales Manager and Marketing team to identify operational levers that will drive efficiencies and improve key sales metrics
• Develop and implement strategies to optimize sales operations and enhance overall team performance
• Leverage Six Sigma methodologies to analyze current processes and identify areas for improvement
• Document and implement process improvements that drive efficiency, reduce costs, and scale operations
• Collaborate with cross-functional teams to ensure successful adoption of process changes and track measurable outcomes
• Lead, mentor, and develop the Contact Center Operations team, ensuring a high-performance culture
• Provide coaching and feedback to team members, fostering growth and skill development
• Ensure operational standards are consistently met while motivating the team to achieve both individual and team goals
• Monitor and analyze key performance indicators (KPIs) to assess operational effectiveness
• Develop and maintain reports that track progress on process improvements, sales metrics, and team performance
• Share insights and recommendations with senior leadership to support strategic decision-making
• Own the forecasting process by analyzing historical data, seasonality trends, and business goals to predict contact center demand
• Develop and maintain accurate and actionable forecasts for call volumes, service levels, and staffing requirements
• Collaborate with HR and recruitment teams to ensure appropriate staffing levels based on forecasted demand, optimizing workforce productivity and cost efficiency
• Continuously monitor actual performance against forecasts and adjust staffing strategies as needed to ensure optimal performance
• Leverage forecasting tools and software to improve the accuracy of predictions and enable data-driven decision-making

Preferred Qualifications

Master's degree or global equivalent a plus

Benefits

• Competitive compensation
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more
• A career in the healthcare technology industry, with the ability to grow and realize your full potential
• A great place to work with fantastic people