IT Manager - Call Center Sales & Services

Job Description
We have an exciting opportunity for an IT Manager, Call Center Sales & Services to join our growing IT team! In this role, you will have the opportunity to deliver proactive and predictive sales experience for our call center agents for a better business outcome. We are looking for an execution-oriented leader who has demonstrated experience creating and delivering best in class sales experience for call center agents. We want entrepreneurs at heart, who will place a strong emphasis on customer care and drive high conversion rates and sales.
As an IT Manager, Call Center Sales & Services, your duties and responsibilities will include: 
Engage in development and implementation of digital strategy and business solutions to empower the call center agents to place sales and service transactions
Act as an advisor and partner in translating the business strategy to identify and deliver relevant solutions that add value
Establish plan to increase call centers orders and optimize conversion rate.
Evaluate technologies and products, develop system architecture and manage the roadmap for implementing the end-to-end ordering and service platforms to support buy and account management experiences for call center agents
Define and measure success through clearly defined KPIs to drive agents satisfaction, revenue growth and AHT reduction
Review, evaluate and prioritize new feature development requests from business partners and stakeholders
Communicate strategy, roadmap and status to various audiences across the organization
 Accountable for vendor management to ensure high quality third party and Saas integrations
 Accountable for all appropriate risk and security measures for call center applications
Collaborate with architecture, other cross functional teams to build scalable and resilient solutions
Hire, grow, develop, and set goals for the team