Marketing and Sales Jobs

· To assist in the formation of creative solutions to client and corporate problems.

· To recommend changes based on both experience and analysis of customer and employee behavior and feedback so as to help the company pursue its constant goal of ever-higher levels of service and quality in the eyes of our customers

· To act as a 2-way communications conduit between Front Line Staff and Upper Management.

· To manage the day-to-day planning and operations of a team [Researchers, Call Center Agents] so as to ensure that these two groups consistently and satisfactorily meet or exceed qualitative and quantitative expectations.

· To implement, support and enforce the following metrics within the company to help team members achieve their fullest potential:

o Benchmarks
o Service levels
o Standards
o Quality
o Sales Targets (where applicable)

· To assist and actively participate in the ongoing development of individual team members and support in every way possible their quest to deliver a consistently superior and professional customer experience.

· To provide and encourage:

o Leadership
o Feedback in terms of achieving the highest levels of professionalism
o Motivation to do the best possible job with the resources at hand
o Willingness to take ownership of and to resolve client or customer issues
o Ongoing technical training and development of staff in their respective fields
o Call monitoring so as to improve Call Center Agent productivity
o Coaching of Researchers so as to improve their productivity

· To enable existing and new team members to integrate successfully with our performance-oriented corporate culture.

· To contribute to all team-related HR processes, such as:

o Candidate search
o Interviews & Appraisals
o Confirmations & Promotions
o Sanctions
o Terminations

· To conduct a formal performance appraisal of every team member on a quarterly basis.