About the Role
We are looking for someone who is experienced in leading sales and customer service teams. This person will manage the day to day process of ensuring customers are successfully and happily receiving and consuming Orcas’ services while achieving big sales targets. This person enjoys optimizing sales and operations funnels, is highly committed, practical, and a problem solver.
Requirements
7+ years of experience in sales and/or customer service or customer success. Experience leading a sales and customer service team. Experience setting daily operations targets. Excellent leadership skills. Strong verbal and written communications skills. Results-oriented with strong analytical skills. Customer network in Education/EdTech is a plus. Experience with parents as customers is a plus. Deep understanding of CRM systems and best practices. Proficient in Microsoft Office
Responsibilities
Targets Management:
-Set daily and monthly targets for the different teams (Acquisition Agents, Account Managers, Tutor -Support Agents and Billing Agents), and work with them daily on achieving those targets:
-Onboarding Team: No. of placed agreements, No. of Agreements started, GMV of agreements started.
-Retention Team: Total GMV of the created agreements Monthly, percentage of started sessions from total agreements placed.
-Billing Team: Collected daily and monthly GMV targets.
Solve and handle sophisticated escalations from customers.
Solve day-to-day problems and share lessons learnt and successes with team members and management on a regular basis.
Ensure alignment of sales and operations targets and new updates with different teams through planning and executing of team meetings.
Work in coordination with other departments such as marketing, product management, education/supply to manage overall company growth targets.
Quality Control:
Drive ongoing improvement of current sales and operations processes, policies and standards (sequence of steps to attune to different cases, response times, ways to to maximize efficiency, achieve higher sales targets, and customer satisfaction rates.
Train team members on new policies, standards and guidelines to ensure consistency and best practice application across different teams.
Team Development:
Identify any conflict issues between team members and address them accordingly.
Assess team member’s performance through observation, KPIs setting, and execution of training needs assessment.
Share feedback regularly with team members to improve performance and KPIs.
Develop the team’s skills (communication, time management, problem solving..etc.) to accomplish and exceed targets.
In cooperation with the People & Culture Department, hire, onboard, and train new team members.
In cooperation with the Team Leads, manage schedules, time-off planning, and attendance of team members.
Manage the monthly payroll and incentives calculation and delivery to the People & Culture Department.
Culture Management:
Manage team culture to ensure the personal and professional growth of team members while ensuring the completion of targets.
Motivate team members across different stages of the operational funnel and manage their energy level to maintain great performance.
Foster a competitive yet collaborative team environment.
Data Management:
Collect and analyze data related to customer needs, problems, interests, competitive activities, and provide insights for potential new products or services and/or for potential improvement of existing products or services.
Ensure data recording standards, guidelines and steps are followed to keep data clean.
Verify the data collected.
Report to Chief Operations Officer sales and operations results, customer and product challenges, Insights, and forecast.
If you are interested and you see yourself doing the above Job description, then please send us your CV at dalia@orcas.io and we will get back to you.
Work conditions:
Reports to: Chief Operations Officer
Department: Operations
Contract type: Full-time contract.
Location: Office based, Zamalek, Egypt.
Probation period: 3 months’ probation.