Senior Sales merchant success manager24-7 Intouch

Job Description:
About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
The Senior Merchant Success Manager is responsible for hiring and managing Merchant Success performance, identifying where training is needed and providing it, mentoring Service Advisers, Senior Service Advisers, Team Leads, Senior Team Leads, trainers, quality analysts and even operations managers, and assigning daily, weekly and monthly Merchant Success goals.
The ideal candidate will create Merchant Success plans and analyze data in order to make informed decisions. The role will regularly report back to the Senior Director of Operations on progress - and may even have a hand in steering the future of the business.
As Senior Sales Merchant Success Manager, You Will...
Identify and set Merchant Success goals
Analyze both historic and real-time data to deduce goals and targets
Ensure the team is close to hitting goals and targets
Provide support and ensure the team is close to hitting Merchant Success goals and targets
Build a comprehensive Merchant Success plan that maps out a clear route to hitting goals and targets
Play to the strengths of the team and value proposition to ensure the success of each merchant in their respective businesses
Develop a workable Merchant Success plan
Proactively experiment with different techniques and perform A/B testing to see which plan gets optimal results
Keep up with the latest, most effective training techniques to provide the necessary training for the team to effectively offer Merchant Success Solutions on every interaction
Identify gaps in knowledge and provide the relevant Merchant Success training
Provide one-on-one mentorship if individuals are struggling, or are new to the business
Cultivate energetic work personalities and encourage the team in order to get them to close more effective and relevant options in every interaction
Identify potential candidates that best qualify for the program
Responsible for onboarding new hires to meet bridge goals and prepare them for Merchant Success expectations when they hit production
Requirements:
As Senior Sales Merchant Success Manager, You Have...
Post-secondary degree, or certificate, with a focus on Business Administration
Knowledge of contact center operations, functions, and business processes
Must have 5+ years of leadership experience
Previous forecasting and reporting experience
Previous Recruiting experience in a fast-paced contact center setting is an asset
Must have exceptional and effective communication skills (oral and written) with an approach that builds and nurtures strong and lasting relationships
Detail-oriented, analytical team player with creative problem solving and project management skills
Ability to organize and follow-up on multiple tasks with accuracy and timeliness
Service oriented, strategic thinker who can plan and execute for a desired result
Solid technical aptitude and an ability to understand technology impacts, challenges and risks
Excellent leadership skills with experience collaborating with cross-functional teams
Results driven, able to focus on general numeracy and financial performance
Strong training, facilitation and public speaking skills
By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
24-7 Intouch

Cebu City, Cebu
Permanent
Full-time