The Manager Sales Support I leads a team in the Local Government, Medium, and Small Business, Digital Sales Segment. This Leader will ensure a world class Digital customer service experience to customers on our website portals. It is important that the Leader demonstrate ability to motivate customer service representatives, lead through change and proactively identify solutions that address both technical and strategic issues.
Increase productivity through chat
Manages to Sales and Service metrics
Quality Assurance review of chat transcripts
Review and optimize live interactions with team
Coach reps to optimize for customer experience and sales targets
Handles chats directly due to volume or escalations
Provides feedback to improve processes
Signs contracts and ensures sales integrity
Interfaces with other Sales departments and leadership regularly to avoid internal conflict
Approves all time cards, work-from-home and schedules to company standards
Ensures full staffing to handle volume.
Ability to manage team growth to handle increased Chat and Order volume
Hires, trains and on-boards new chat reps
Reads out on results during executive-level reviews.
Serves as Project Lead for Digitalexperience projects
Undergraduatedegree or equivalent experience in a related field
5 years experience managing customer service teams
Telecommunications product and service knowledge
Management or Leadership degree from an accredited University
Significant experience working in a matrix environment where cross-functional teams are commonplace and success involves collaboration and coordination across many departments.
Experience in managing projects with end-to-end process and business impact.
Prior experience with LiveEngage and Salesforce.com
Proficiency with the Microsoft suite of applications: Project, PowerPoint, Excel and Word.
Bachelors or Equivalent
Alternate Location: US-California-San Francisco; US-California-San Jose; US-California-Santa Clara
Requisition # : 185229