Empereon Marketing LLC

Inbound Operations Manager

Job Description

Status:            Full Time

Hours:            Varies

Salary:            Varies

FLSA:                         Exempt

Reports to:    Director of Operations or VP of Operations



This position is responsible for supervising and coordinating the activities of Supervisors who manage employees providing inbound telephone sales services.


Essential Duties and Responsibilities (other duties may be assigned)

      Make necessary changes in staffing based on day of week, sales promotions, and old (un)anticipated events

      Analyzes individual, team and call center results to identify and act on both positive and negative performances trends to ensure attainment of revenue goals and performance targets

      Monitors sales calls to observe employee demeanor, technical accuracy and conformity to company policies and FCC regulations

      Answers questions and recommends corrective action to address customer complaints

      Communicate and follow up to ensure representatives are fully award of all information related to products, procedures, customer needs and company related issues, changes or actions

      Determines work procedures and expedites workflow

      Studies and standardizes procedures to improve efficiency of team

      Maintains harmony among workers and resolves grievances

      Prepares composite reports from individual reports by subordinates


Managerial Responsibilities

Carry out managerial responsibilities in accordance with the organization’s policies and applicable state and federal laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.





      Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

      Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

      Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.

      Teamwork - Contributes to building a positive team spirit.

      Managing People – Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates’ activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Fosters quality focus in others; Improves; Continually works to improves supervisory skills.

      Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.


Language Skills

      Ability to read and interpret documents such as procedure manuals; write routine reports and correspondence

      Comfortable speaking before groups of customers and/or employees


Reasoning Ability

      Candidate would have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Skills & Responsibilities


      Three or more years of related call center management experience and/or training, including client-facing experience; or equivalent combination of education and experience

      Basic knowledge of Microsoft applications including Word, Excel, Outlook, etc.

      Open availability, ability to work evenings and weekends


Working Conditions:

      Standing/Walking: Periodically throughout the workday on hard floor surface.

      Sitting: Frequently in the office and during breaks and lunchtime.

      Hands/Arms: Constantly in use throughout the workday.  Frequent use of computer and other office equipment.

      Work- site conditions: The work is performed inside a call center environment.

      Unusual Working Conditions: Must be able to work occasionally on evenings, weekends, holidays, 6-day workweeks, and back-to-back shifts when needed.

Salary Details


Location Details

3561 W. Bell Rd. Phoenix, AZ 85053

Empereon Marketing LLC View Company Profile

Inbound Operations Manager

Location: Phoenix, AZ

Employment Type: Full-Time

Salary: $Based off experience - $Based off experience /per year

Skill Level: Associate

Category: Customer Service, Marketing, Technology