Field Operations Manager

Outbound Client Services/QC Manager

The Outbound Client Services/QC Manager (FSM - Manager) will play an integral role to ensure the quality of delivery, execution, and accuracy of the field sales team by leading the team of Virtual FSM's who will make outbound telephone calls to our retail partners, while also supporting the remote retailers with FSM services and recommending improvements. Your ability to cultivate and nurture relationships is key to the success of 2020.

With 2020's rapid growth comes an exciting career path and professional development opportunities. We represent companies throughout the US across multiple industries affording unlimited growth. A typical career path starts here and progresses to program management in field execution or various corporate positions. Your course is limitless!

For nearly 25 years, 2020 Companies has been the premier outsourced sales and marketing agencies in the US launching and advocating new products and brands, penetrating new consumer segments, and executing sales and marketing strategies. 2020 trains our teams to succeed in any environment and equips them with the best technology and training to be flexible, engaging, and adept at solving problems.

What's in it for you?

• Medical benefits
• 401K
• Continued education
• Paid time-off
• Located overlooking Texas Motor Speedway
• Fun work environment

Job description:

• Oversee team of 4 Virtual FSM's in call center environment
• Observe calls, provide coaching and support to VFSM team
• Manage, motivate, direct and coordinate activities of team members to meet and/or exceed goals and objectives
• Personally accountable for team members and all documents pertaining to team productivity
• Effectively provide daily direction, call training, and guidance while ensuring retention of superior VFSM's
• Run daily kick off meetings to review daily/weekly objectives and address any issues, discuss findings
• Successfully determine staffing requirements, interview, hire, develop, and manage new employees
• Attend meetings and conference calls as required
• Ensure adherence to all company policies and procedures
• Administer and document all counseling's and terminations appropriately, accurately and in a timely manner while following established procedures
• Meet or exceed team activity goals on a monthly basis
• Ensure VFSM's are trained to advise RSA's by providing information on Samsung products and services
• Responsible for accurately tracking and communicating all activity
• Accurately document and report call activity and findings
• Dress and act professionally at all times

Performance measurements:

• Maintain proper headcount as determined by client
• Customer/client satisfaction based on team performance and feedback obtained from call surveys
• Biweekly completion of PowerPoint recap detailing VFSM team activity and insights regarding FSM in-store performance
• Monthly presentation to Samsung/2020 leadership on program objectives, findings, next steps and insights

Qualifications:

• Demonstrate ethical and professional standards in a business environment
• Demonstrate good judgment and initiative, make decisions and problem solve
• Able to work autonomously with excellent time management skills
• Excellent verbal and written communication and interpersonal skills
• Strong Microsoft office skills, ability to create PowerPoint presentations and analyze excel data
• Positive attitude, willingness to learn and ability to work flexible hours including evenings and weekends
• 2+ years of Call Center experience
• 3+ years of management experience overseeing 5-10 direct reports
• Bachelor's degree or equivalent experience

What you can expect from 2020 Companies: We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that's paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you. 2020's commitment: We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.