Wave

Manager, Digital Support

Wave • $75K — $95K *
Charlotte, NC 28269In-Person
Business Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in business or related field or equivalent experience
  • 3+ years of call center management experience
  • Demonstrated leadership across functional groups
  • Strong communication and influencing abilities
  • Proficient in process design, documentation, and project management
  • Comprehensive understanding of call center and sales department operations
  • Knowledge of industry best practices

Responsibilities

  • Guide pre- and post-sales activities for accurate order entry and billing
  • Collaborate with sales partners and act as a liaison between departments
  • Oversee daily operations of Supervisors and Sales Support Specialists
  • Drive performance and compliance through goal setting and coaching
  • Coordinate with technical resources to ensure system availability
  • Review and validate technical systems and procedures for optimal functionality
  • Compile and analyze data to develop recommendations for process improvement

Benefits

  • Office-based position with occasional travel
  • Five-day work schedule including one weekend day
Full Job Description
Job Summary

Looking to lead a high-performing team focused on enhancing sales efficiency and customer satisfaction? As Manager of Spectrum's Digital Sales Support Team, you will oversee sales activities, optimize operational processes and collaborate across departments to achieve key business objectives. Your work will directly influence customer experience and drive operational success across the organization.

Responsibilities

How You'll Make an Impact
  • Guide pre- and post-sales activities to ensure accurate order entry, seamless completion and precise billing for Spectrum's customers
  • Collaborate with sales partners and act as liaison between Online Sales, Digital Partners, Field Operations and other departments to meet support expectations
  • Oversee daily operations of Supervisors and Digital Sales Support Specialists, ensuring adherence to defined methods, policies and productivity metrics
  • Drive performance and compliance through goal setting, coaching, monitoring performance trends and preparing departmental tactics
  • Coordinate with technical resources to maintain hardware and software availability and recommend solutions to eliminate single points of system failure
  • Review and validate technical systems, applications and procedures to guarantee optimal functionality and standardization across Digital Sales Support
  • Compile, interpret and analyze complex data to develop actionable recommendations for improving order entry and operational processes

Working Conditions
  • Office-based position with occasional travel and a five-day schedule that includes one weekend day


Qualifications

What You'll Bring to Spectrum

Required Qualifications

Education
  • Bachelor's degree in business or related field or equivalent experience

Experience
  • 3+ years of call center management experience

Skills
  • Ability to read, write, speak and understand English
  • Demonstrated leadership across functional groups
  • Proficient in process design, documentation, project management and meeting deadlines
  • Strong communication and influencing abilities
  • Effective at building relationships at all organizational levels
  • Skilled in presentations and independent problem-solving
  • Comprehensive understanding of call center and sales department operations
  • Analytical ability with complex spreadsheets and databases
  • Knowledge of industry best practices
  • Proficient in CSG billing systems, internal databases and MS Word, Excel, PowerPoint, Visio and Access

Preferred Qualifications

Education
  • 2+ years post high school education preferred

Experience
  • 5+ years of call center management experience preferred

Skills
  • Skilled in positive influence and persuasion
  • Capable of working independently or with minimal direction
  • Strong communication and presentation abilities
  • Effective at planning, prioritizing and organizing tasks

About Wave

Wave is a Canadian financial services company that provides accounting, invoicing, and payment processing software for small businesses. The company was founded in 2010 by Kirk Simpson and James Lochrie. Wave's software is used by over 4 million small businesses around the world. In 2019, the company was acquired by H&R Block for $405 million. Wave is headquartered in Toronto, Canada.
Learn more about Wave
Size
200 employees
Industry
Finance & Insurance
Founded
2011
* Ladders Estimates

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