Remote Sales Operations Program Manager

Summary

Join our team as a Sales Operations Program Manager and play a key role in transforming our BPO contact center agents' capabilities to enhance their sales skills while maintaining high service standards.

Requirements

• Experience in customer support and sales functions within the travel industry
• Knowledge of BPO operations and management
• Strong analytical skills with the ability to interpret sales data, analyze the sales funnel, and provide actionable insights
• Excellent project management and organizational skills; ability to manage multiple tasks simultaneously
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners
• Proficiency with contact center performance management processes and systems
• Excellent judgment and the ability to ask smart questions and make quick, impactful decisions
• Resilient attitude with the ability to stay adaptable and move with changes
• Drive to work autonomously, take initiative to research and analyze problems, find solutions, and communicate with stakeholders
• Customer, team, and company player, with enthusiasm for contributing to the greater good of the company
• Exceptional ability to grasp, manage, and articulate complex systems
• A passion for Hopper's mission to build the most customer-centric travel marketplace on Earth

Responsibilities

• Oversee the development and execution of sales programs and initiatives to enhance the sales capabilities of contact center agents
• Analyze sales data to identify trends, gaps, and opportunities for improvement, providing actionable insights and recommendations
• Set and monitor sales goals, forecasts, and performance metrics, ensuring alignment with organizational objectives
• Develop and manage sales processes, tools, and technologies to support contact center
• Lead the development of new standard operating procedures that can be used by the business unit and elsewhere in the organization to further advance our sales goals
• Manage and optimize the sales incentive program, ensuring it motivates and rewards high performance
• Conduct routine audits of BPOs to ensure processes are aligned
• Perform call listening of agents to ensure adherence to sales processes and identify areas for improvement
• Coordinate with BPO partners to ensure they effectively implement sales strategies within their organizations, including providing sales coaching to BPO teams
• Collaborate with cross-functional teams, including service delivery, service optimization, training, quality assurance, data, and talent operations, to implement sales strategies effectively
• Align with service delivery and service optimization on daily and weekly calls to help set priorities related to sales
• Provide overall management of the sales process, ensuring it meets customer needs and drives revenue growth

Preferred Qualifications

• Degree in sales, marketing, or business administration, or 5+ years of equivalent experience in field sales, sales operations, or sales development
• Proven track record of developing and implementing successful sales programs and initiatives
• Advanced experience in managing sales analytics
• Familiarity with and management of sales incentive programs