Omar Ocampo

• Motivate and supervise an Inbound Sales team. • Exceed sales performance goals, QA percentages, team productivity adherence percentages, work order integrity error rates, and minimum required monitoring scores. • Monitor agents using pre-recorded call monitoring system and side by side live monitoring to ensure agents are maintaining quality calls that provide a good customer experience, sales processes, and problem resolution proficiency. • Track performance and results by generating reports, measuring and quantifying performance and be able to provide timely feedback. • Act upon department personnel issues such as hiring, timely performance reviews, coaching to performance, and progressive disciplinary actions as needed. • Ensure all agents are accountable to all company and department methods, procedures, and policies. • Hold team meetings to encourage team participation and foster productive learning environments and create a high energy, fun, and positive culture. • Continually work with management to improve sales processes, procedures, and work environment.