WhiteFence, one of the fastest-growing companies in Houston, currently has an exciting opportunity for an enthusiastic, motivated, service-minded individual to join our fast-paced company as an Senior Analyst- Call Center Sales. In this role, you are responsible for the analysis of call center programs by sales, operational efficiency, and call volume in order to implement processes and initiatives that optimize sales performance.
- Sales Performance: Develop and maintain call center sales forecasts based on historical and current call and order volume data. Develop strategies to maximize close rates, gross and net order volume, net revenue, and profitability for the call center programs. Assist in the development, implementation, and tracking of agent and vendor sales incentives.
- Analysis and Reporting: Develop and maintain call volume forecasts for internal and external distribution. Receive, monitor and analyze all vendor generated call center reporting. Retrieve, monitor, and analyze all relevant internal sales reporting. Assist in the optimization and development of the reporting tools required to manage all key performance metrics. Assist in the development and maintenance of vendor and program call center scorecards.
- Account Management: Maintain positive relationships with all vendors. Interact with vendors to ensure sufficient access to all essential reporting metrics. Interact with vendors to research existing issues and potential area for improvement.
- Training and Product Launches: Maintain training materials and coordinate their periodic revision as new categories, providers, packages and processes launch. Assist in the communication of new category, provider, package and process launches to vendors. Assist with all training events and sessions, including onsite visits and web based trainings.
- Scripting and Quality Assurance: Assist with the review and adjustment of call center scripting to optimize sales performance. Analyze call monitoring sessions to discover sales performance opportunities.
- Miscellaneous: Miscellaneous projects may be assigned at the discretion of your manager.
Requirements
- Associates degree or equivalent work experience
- 3-5 years call center sales and/or vendor management experience
- Working knowledge of database reporting
- Experience with Microsoft Office Suite- Word, Excel, Access, PowerPoint and Outlook
- Excellent verbal written communication skills
- Strong time management and prioritization skills
- Knowledge of how to conduct internet research
- Excellent problem solving and logic skills
* Travel will be required, not likely to exceed 25%
We offer a casual work environment and very competitive benefits. Salary range is commensurate with experience. This is an excellent opportunity for a motivated team player who consistently seeks personal challenges and professional rewards.
