DCA Manager

The DCA Manager will track team performance through contact monitoring, shadowing, activity review and other measures to ensure customers are receiving prompt, courteous and efficient service. They will use reporting and data insights in order to identify and drive improvements in team-level performance.

Members of this team earn a base salary and earn variable compensation based on team-level performance across volume of customer interactions, speed and quality of resolution, and customer satisfaction.

About the Role

In this opportunity as a DCA Manager, you will:

• Coach and develop a high performing team capable of delivering high customer satisfaction through addressing inbound sales queries
• Monitor team performance and analyze reporting / data insights to identify and drive continuous improvement
• Report directly to the Senior Manager, sharing performance insights, escalating issues and driving improvement initiatives across the wider team
• Report directly to the Senior Manager, sharing performance insights, escalating issues and driving improvement initiatives across the wider team
• Conduct performance reviews for team members

About You

You're a fit for the role if your background includes:

• Bachelor's degree or equivalent practical experience
• Ability to speak and write in English and Spanish fluently
• Technical aptitude for internal business systems
• Ability to interpret performance data and use this to prepare insights and leadership-level reporting
• Ability to operate, engage and influence across a large-scale Sales organization, and work collaboratively with others to develop improvement initiatives
• High degree of professionalism, customer centricity and flexibility
• Excellent organizational skills
• Proven ability to lead, coach and develop a high performing sales team
• Business-to-business webchat sales and virtual / telesales experience preferred

To apply, please upload your updated resume in English.