Senior Director, Contact Centers - Service & Technical Support
BrightseedSalary not specified
- Full Time
- Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Professional Education, Online Education, Customer Service, SalesIndustries
Requirements
Candidates should possess a Bachelor’s degree in Business, Sales, Communications, or a related field, or equivalent experience. They must have 3-5 years of experience in a sales or customer service leadership role, preferably in a contact center or service-driven environment, and a proven track record of achieving sales targets through service channels. Strong analytical, problem-solving, and decision-making skills are required, along with excellent interpersonal, communication, and motivational skills. Experience with CRM systems (e.g., Salesforce, Zendesk) and contact center technology is also necessary.
Responsibilities
The Sales Manager will lead, mentor, and develop a team of customer service representatives with a focus on cross-selling, upselling, and revenue generation through service interactions. They will set and track performance goals and KPIs related to sales conversion, retention, customer satisfaction (CSAT), and productivity, partner with Sales, Marketing, and Operations to align customer service strategies with overall business objectives, monitor and analyze service team performance, identify areas for improvement, and execute action plans. The role also involves implementing coaching and training programs, managing escalated customer issues, using data and customer insights to recommend process improvements, and reporting regularly on team performance to senior leadership.
Skills
Team Leadership
Coaching
Customer Service
Sales
Upselling
Cross-selling
Performance Management
Data Analysis
Customer Satisfaction (CSAT)
Colibri Group
Online learning solutions for licensed professionals
About Colibri Group
Colibri Group offers online learning solutions for licensed professionals in fields like real estate, healthcare, and financial services. Using a proprietary Software-as-a-Service (SaaS) platform, it provides pre-licensing courses and continuing education programs that help users maintain their professional credentials. The company stands out with its user-friendly platform and extensive content, boasting over 10,000 hours of material and 640 state and federal approvals annually. Colibri Group's goal is to deliver accessible educational resources that support career advancement for its diverse clientele.
Frontenac, MissouriHeadquarters
1990Year Founded
GROWTH_EQUITY_VCCompany Stage
Enterprise Software, EducationIndustries
501-1,000Employees