SupportNinja

Business Development Rep

• Respond promptly and professionally to new business opportunity inquiries via phone, email, or chat
• Identify and pursue new business opportunities within targeted markets and industries
• Generate high-quality leads through cold calling, email, social media, networking events, and other platforms
• Evaluate leads and opportunities against target-client fit and minimum criteria
• Initiate and maintain conversations with potential clients to understand their needs, challenges, and objectives
• Research the organization’s products and services and communicate the value proposition to potential clients
• Foster collaborative client relationships through frequent communication and engaging conversations
• Track and manage sales activities, leads, and opportunities in CRM software
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Improve knowledge of products, services, and processes through training and continuous learning
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Perform other duties as assigned

Business Development Representative – Automotive

Manager

• Oversee day-to-day operations and drive performance excellence
• Lead and manage managers, supervisors, team leaders, and frontline associates
• Set performance expectations, coach and mentor employees, and conduct performance evaluations
• Monitor and analyze operational performance metrics, KPIs, and SLAs
• Identify root causes of operational issues and implement corrective and preventive measures
• Foster a positive, engaging, collaborative, and developmental work environment
• Identify and address training and development needs
• Provide strategic direction to achieve operational goals
• Develop and implement operational strategies, policies, and procedures to optimize efficiency and productivity
• Monitor industry trends, market conditions, and technological advancements to drive operational innovation
• Build and maintain client relationships as the primary operational point of contact
• Understand client requirements, expectations, and KPIs
• Engage clients to ensure satisfaction, address concerns, and identify growth opportunities
• Manage operational budgets, forecasting, and resource allocation
• Analyze financial performance, identify cost-saving opportunities, and drive profitability
• Optimize resource utilization and operational costs
• Identify opportunities for process improvement, streamlining, and automation
• Leverage technology and tools to automate manual processes
• Identify and assess operational risks and implement mitigation plans
• Collaborate with other departments to ensure seamless service delivery and client satisfaction
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes through training and continuous learning
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues

Senior Service Delivery Manager

Planner

• Analyze historical data to identify trends in volume, handle time, and other key metrics to produce accurate demand forecasts
• Develop staffing plans and schedules balancing service level targets, operational efficiency, and cost control
• Collaborate with Service Delivery and WFM teams to align staffing adjustments, scheduling updates, and performance results
• Assess the impact of new initiatives, seasonal changes, and other variables on demand and adjust forecasts and plans accordingly
• Partner with Talent Acquisition and Training to ensure appropriate staffing levels and skill alignment with business needs
• Prepare and distribute capacity performance reports with actionable recommendations for improvement
• Continuously refine forecasting and capacity planning processes to optimize resource utilization and sustain SLA performance
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Participate in training programs and continuous learning modules to improve knowledge of products, services, and processes
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Perform other duties as assigned

Business Development Representative – Automotive

Senior Service Delivery Manager

Workforce Capacity Planner