JOB SUMMARY TheManager, Residential Telesales, will oversee 3-4 Supervisors that support teams of Outbound Telesales Representatives dedicated to selling to existing Spectrum Residential customers and new acquisition prospects. Primary responsibilities include effectively managing, coaching and developing Telesales Managers, providing leadership in service of their efforts to meet and exceed individual and team goals and ensuring high ethical standards, and compliance with Outbound Telesales policies and rules of engagement. The Manager, Residential Telesales is responsible for maintaining all aspects of the outbound telemarketing operating structure in conjunction with Supervisors, specifically leading their assigned teams towards achieving sales quotas and increasing base customer Primary Service Units (PSUs). The Manager, Telesales will provide leadership to their assigned managers that allows for achievement of desired business objectives and outcomes within their assigned teams and across the Outbound Telemarketing sales channel MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Develop, execute, and monitor the outbound lead strategy to optimize and maximize contacts to drive sales with strong list yield and penetration.
Actively conduct weekly call monitoring to determine performance gaps and provide feedback to individual Supervisors and Telesales Reps.
Lead and define operational efforts to simplify and enhance the customer experience. Coach and develop Telesales Supervisors to effectively lead their teams to exceed sales quotas.
Partner with Operations and the training team to develop and deliver ongoing training for sales teams which result in strong and effective sales skills bench strength.
Identify skill and competency gaps with assigned supervisors and coach for improvement. Set goals and objectives for assigned teams and track progress.
Collectively meet to with peers and Site Director to identify and implement ways to increase productivity and performance of the Center.
Develop and implement tracking of assigned teams’ performance and key metrics to ensure proper management of the corrective action and SOP processes (including attendance, policy, escalation and performance)
Design and execute programs and practices that motivate and recognize employees Support recruitment and training efforts to develop and retain a strong sales force. Ensure all team vacancies are forecasted and backfilled rapidly and training is scheduled.
Create a successful on-boarding experience for each new hire by developing the process, and ensuring that all supervisors are following the process.
Effectively utilize operational processes, data, reports and programs to maximize department, campaign and individual results. Ensure continuous individual and team competence by consistently evaluating selection, training, development and appraisal processes and making recommendations; partner with Leadership and Human Resources.
Oversee the implementation of new products, campaigns and technologies. Deliver information effectively and timely. Interface with other departments to identify and implement process improvements.
Handle escalations as required within a 24 hour SLA and sooner if required by management
Serve as backup for the outbound dialer and perform other duties as required.
#LI-TH
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to lead and motivate multiple high performing sales teams while providing the best solutions for Spectrum Business customers.
Ability to work independently; highly motivated and detail-oriented.
Effective analytical, decision-making, and problem solving skills
Ability to communicate orally and in writing in a clear, concise and professional manner. Ability to prioritize multiple projects and tasks and meet tight deadlines; strong multi-tasking ability.
Effective decision maker
Collaborate effectively with all employees across disciplines and levels Knowledge of commercial Internet, video and data and telephone products and services
Adaptable to flexible schedules based on business needs
Ability to use a personal computer and demonstrate proficiency with software applications including Word, Excel, PowerPoint, Visio, Outlook, etc. for the purposes of communicating, data analysis, and reporting.
Required Education
Bachelor's degree in Marketing, Business, related field or equivalent experience.
Required Related Work Experience and Number of Years
Experience with customer interaction in a business-to-business environment.
Proven call center sales management experience.
Sales experience in an MSO or telecommunications Industry - 4+ Management experience - 3
WORKING CONDITIONS
Office work environment where employee may need to be seated for long periods of time while using a telephone headset and computer.
Exposure to moderate noise level
STM501 2024-29112 2024
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensivepay and benefits (https://jobs.spectrum.com/compensation-and-benefits) package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.Get to Know UsCharter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 101,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most.Watch this video to learn more. (https://www.youtube.com/watch?v=N-HEOHIAU7Q) Who You Are Matters HereWe’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.Learn about our inclusive culture. (https://jobs.spectrum.com/inclusiveworkplace/)