Manager, Community Solutions, Inbound Sales

Spectrum; Greensboro (NC); On-site; USD 70,000 - 110,000; Full time

Job summary

Spectrum Community Solutions seeks a Sales Manager to lead a fast-paced inbound sales team, coaching staff to meet yield and PSU goals while delivering best-in-class customer experience. This role reports to the Director of Inbound Sales and requires a self-starter with a proven sales management track record.

The ideal candidate will drive performance in a complex call center, recruit and train talent, and collaborate with cross-functional teams to align on Spectrum initiatives.

Qualifications

• Bachelor’s degree or equivalent combination of education and work experience.
• 3+ years in Call Center Management.
• 1+ year in Call Center Sales Management.

Responsibilities

• Actively support efforts to simplify and enhance the customer experience.
• Ensure attainment of sales goals while providing exceptional service on calls.
• Coach and develop inbound sales staff in a fast-paced environment.
• Drive revenue through billing and account management performance.
• Monitor team performance and maintain productivity and quality metrics.
• Develop new sales strategies and a positive sales culture.
• Recruit, hire, train, and manage staff performance.

Skills

Call Center Management

Sales Leadership

Customer Service

English Proficiency

Education

Bachelor’s Degree or equivalent

Job description

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Spectrum Community Solutions offers industry-leading bulk residential services to tenants within Traditional Apartments, Off-Campus Student Housing, Senior Living, RV Parks, and Marinas. Community Solutions is a strategic growth engine for Spectrum that grow customer relationships and increases product penetration.

The SCS Sales Manager is responsible for building and driving a sales culture in a fast paced, customer focused organization. Success is measured by meeting and exceeding established yield and PSU goals. This role is responsible for the coaching and development of an inbound sales team in a highly transactional environment.

This role reports to the Director of Inbound Sales, Spectrum Community Solutions. The ideal candidate is a self-starter with a passion for success and has a proven track record in sales management while providing a best in class customer experience.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Ensure attainment of organizations sales goals while consistently providing exceptional customer service on all calls.
• Professional and highly motivated Manager with strong sales coaching and developmental experience in a fast-paced, dynamic Call Center Sales environment.
• Responsible for overall sales performance of the SCS Billing and Account Management team.
• Supports center leadership in attainment and maintenance of key call center productivity and quality goals, including service levels, FCR, transfer rate, productivity, etc.
• Create a culture of teamwork and demonstrate the value of teamwork through personal actions.
• Motivate a team of individuals to meet and exceed established sales targets. Train, mentor and motivate performance of staff through constructive feedback.
• Develop new sales strategies within the call center to maximize opportunities. Develop and maintain a positive sales culture.
• Ensures that company revenue goals are met or exceeded in all areas, including connects, upgrades and additional PSU’s.
• Daily monitoring of individual and team sales performance.
• Establish and maintain internal and interdepartmental relationships to ensure alignment on all Charter Communications initiatives.
• Partner with training department to develop and deliver sales training. Analyze sale performance to identify areas for improvement and coordinate ongoing training initiatives that will foster continuous improvement and be in line with long term strategies. Assess and provide feedback on training effectiveness.
• Demonstrated communication skills, comfortable challenging the status quo, ability to work closely with all levels of employees, peers, and high level business executives.
• Staffing related activities including recruiting, hiring, training and ongoing performance management and supervision.
• Candidates must have ability to work in a pay for performance and structured environment and respond to customer/employee inquires within a timely period.
• Handle all customer complaints and escalations as required.
• Perform other duties as required by management.

WORKING CONDITIONS

• Office environment
• Hours may vary. Five-day workweek must include one weekend day.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Must be capable of working flexible hours and be available as required by business operations to accommodate the needs of the department and organization as a whole. Must be able to work holidays and weekends as needed.
• Knowledge of cable and telecommunications products and services.

Required Education

• Bachelor’s Degree or equivalent combination of education and work experience required.

Required Related Work Experience and Number of Years

• Call Center Management Experience - 3+
• Call Center Sales Manager experience - 1+

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Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S.

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