Manager Sales Support

5 - 7 years experience  •  Telecommunications.

Salary depends on experience
Posted on 04/05/18
San Jose, CA
5 - 7 years experience
Telecommunications.
Salary depends on experience
Posted on 04/05/18

Job Summary

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.

Job Description

  • 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

Qualifications

Basic Qualifications:

  • Undergraduatedegree or equivalent experience in a related field

  • 5 years experience managing customer service teams

Preferred Qualifications:

  • 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.

Education

Bachelors or Equivalent

Alternate Location: US-California-San Francisco; US-California-San Jose; US-California-Santa Clara

Requisition # : 185229

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