Manager, Sales (SMB)

Assess and adjust staffing requirements to maintain high-quality service while minimizing overtime and labor expenses. Oversee supervisory functions by developing and mentoring coordinators, utilizing metrics and system tools to ensure compliance with operational standards. Act as a liaison between Account Managers and staff for policy changes, investigating significant issues to determine root causes and initiate incident reports. Coordinate procedure and document changes, communicate quality initiatives to the entire operational staff, and identify process efficiencies with System Engineers. Analyze quantitative information to resolve issues, maintain the departmental budget, and participate in planning, scheduling, and policy development. Collaborate with HR and upper management on disciplinary issues and the hiring/termination process.