Manager, Residential Inbound Sales

Purpose:

Responsible for day to day management of the Inbound Telesales center including supervision of all personnel, implementation of all policies and procedures and creation and adherence of all sales goals.

Essential Job Functions:

* Day to day management of 3-5 Telesales Supervisors, 70-80 Inbound Sales Representatives.

* Constantly evaluate call volume trends, sales performance results and provide immediate and constructive feedback to supervisors and representatives.

* Constantly work with teams to identify and implement tactics to increase sales performance including scripting changes, call planning changes, offer changes, incentives, etc.

* Development of daily, weekly, monthly and annual sales plans, goals and minimum requirements including budgets and headcount projections.

* Ensure adequate reporting and analysis tools are developed to successfully manage the sales team.

Oversee new and ongoing sales programs including scripting, reporting and call planning.

* Implement and manage quantifiable training and coaching processes to ensure success.

Day to day point of contact for Regional and Market Area contacts ensuring all concerns are addressed and issues resolved.

* Attend Regional and Market Area operations calls to understand and identify any changes that will impact the Inbound Telesales Center.

* Develop, oversee and report on all sales incentive programs.

* Participate in the recruiting process for new sales representatives including interviewing, job fairs, defining job requirements, etc.

* Ensure all escalated customer complaints are resolved.

Required Education:

Bachelor's degree (B. A.) from four-year college or university or equivalent experience.

Experience/Skills Required:

* A minimum of 3 years relevant work experience within a call center environment and/or telecommunications industry required

* Strong interpersonal skills working with both internal and external customers required

* Proficient in Microsoft Word, Excel, and PowerPoint required

* Proficient analytical skills to complete database research, forecasting, trending, and analysis of business metrics required

* Ability to effectively communicate and coordinate with all employee levels and work within a participative, fast paced, interactive team environment required

* Excellent written and verbal communication skills required

* Strong organizational skills and time management skills required

* Must be capable of working flexible hours as required by the needs of the department required

* A minimum of 2 years successful sales management experience preferred

* A Minimum of 1 year sales call center experience preferred

Travel Requirements:

* Minimal travel to other sites within the region may be required for trainings and meetings

The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.

FCC Unit: 13550 - South Carolina Business Unit: Marketing