Job SummaryTotal responsibility for directing Inbound Sales centers as far as performance to budget, staffing to budget, obtainment of quota, and development of this channel as determined by the Senior Leadership team. Responsible for assigned revenue growth targets through current and new customers. This position is responsible for and oversees the Sales reps, Supervisors, and Managers.
ResponsibilitiesMAJOR DUTIES AND RESPONSIBILITIES- Actively and consistently support all efforts to simplify and enhance the customer experience
- Motivate and drive performance of all the call center, as well as make decisions that are in Charter's best interests.
- Direct the attainment of key performance indicators including sales, revenue, close rate, bundle sell-in, productivity, quality, and service levels
- Direct the budget process including quota setting, roll up of quotas to supervisors and managers, managing departmental expenditures and staying within budget guidelines, and running a fiscally responsible division.
- Spearhead ongoing development within all levels of the organization.
- Direct the development and implementation of market strategies to gain new market share and be able to make decisions on when and when not to test and/or continue an initiative.
- Ensure the Inbound Sales organization is in compliance with laws and regulations relating to call center operations
- As the business grows, assist executive leadership in developing business plans that include capacity planning, technological infrastructure development, process improvement, etc
- Direct and recommend necessary corporate initiatives and/or changes needed, to support department growth and compliance.
- Create a culture to improve sales performance through better processes, technology and methodologies
- Develop sound and timely business practices to drive short and long term sales performance.
- Interface with other departments through written and verbal communications, specifically, but not limited to:
- Marketing- Work to coordinate marketing activity that will drive increased calls to the centers within the desired audience and with relevant and timely messaging.
- Training - Interface to identify Sales Specialists areas for improvement and coordinate ongoing training initiatives that will foster continuous improvement and be in-line with long term strategies.
- Business Analysts - Coordinate and design the reporting needed to diagnose, identify trends and readily dashboard the status to your leadership team.
- Field leadership - Coordinate efforts and process, to insure consistency and best in class process are being leveraged.
- Operations - Work to ensure all deals are moving effectively from order to cash as efficiently and effectively as possible. Work to make changes in any area of opportunity identified, to insure a positive customer and employee experience.
- Compensation/Incentives teams - Interface with financial teams to create compensation plans, incentives for motivation and to manage and monitor on target earnings expectations.
WORKING CONDITIONS- Office environment
- Travel as required between the existing centers, as well as various Charter offices
QualificationsRequired Skills/Abilities and Knowledge - Demonstrated sales aptitude with verifiable track record of success leading sales operations in a call center environment
- Marketing background in a call center environment
- Proven sales and service performance in fast-paced, entrepreneurial environments, with demonstrated ability to build teams, organizational capability, processes, and required tools and technology solutions
- Deep understanding of Call Center best practices in selling, service, and profitable operation
- Demonstrated working knowledge of financial measurements and analytical skills and ability to analyze business results and implement strategies or tactics required to optimize/correct business performance.
- Creative thinker and problem solver
- Demonstrated power point and excel skills
Required Education - Bachelor's degree in marketing or related field, or equivalent experience
Required Related Work Experience and Number of Years - Overall business experience - 7-10+
- Call Center Leadership - 7-10
- Inbound Sales/Marketing experience in telecommunications - 7-10
- Management experience - 7-10
