Essential Duties & Responsibilities:

Core duties and responsibilities include, but are not limited to the following: Provide clear direction and consistent oversight to support all responsibilities of daily operations, including call center execution and virtual event delivery. Manage scheduling, staffing, mapping, and real-time execution of operator-assisted conference calls and web events. Ensure all calls and meetings are fully staffed, properly configured, and executed accurately from start to finish. Manage performance to established metrics designed to achieve operational, client, and financial goals, and adjust metrics as needed. Offer guidance and support to ensure the Operations team delivers excellent customer service to Connex clients. Manage simultaneous projects and competing priorities in a fast-paced, high-stakes environment. Delegate work, track progress, provide constructive feedback, and hold team members accountable for results. Ensure all team members meet department standards for setup, execution, and quality assurance of services. Maintain a thorough understanding of Connex services, systems, operating procedures, and client requirements to effectively support execution and delivery. Oversee Enhanced Services delivery, including recordings, transcripts, attendee reports, and post-call deliverables. Ensure accurate capture and billing of all services, resolve discrepancies, and support client billing inquiries. Identify opportunities to improve processes, streamline workflows, and enhance service quality and efficiency. Participate actively in meetings and contribute solutions, ideas, and process improvements to support team and company success. Develop and implement procedures, documentation, and systems that support Connex's service delivery model. Partner with HR to forecast staffing needs, support hiring, and participate in onboarding and training initiatives. Set team goals and project deadlines aligned with Connex strategic objectives. Provide client feedback to leadership regarding service performance, client needs, and opportunities for growth. Ensure quality of work, reinforce accountability, and support team members in achieving excellence. Plan work effectively to minimize downtime and maintain productivity. What You'll Build Sales playbook and go-to-market approach Pipeline structure and forecasting processes Early customer base and revenue foundation Future sales team (you'll help hire and train) Requirements Minimum of five years of leadership experience Experience managing and directing teams in a service-driven environment Strong client relationship management experience Excellent written and verbal communication skills Strong attention to detail and organizational skills Experience with web-based platforms (Zoom, WebEx, or similar) Ability to manage multiple priorities and work in a fast-paced environment Why Join Us Build the sales team and assist to shape the entire function High impact, high visibility role Uncapped earning potential Health, Dental, Vision Insurance Paid Time Off, Paid Vacation Days and 1 Community Service Day 401

K HSA/FSA Options Life Insurance Option Job Type:

Full-time Pay:

$50,000.00 - $60,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

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