The Manager, SMB Telesales, will oversee 3-4 Supervisors that support teams of Outbound Telesales Representatives dedicated to selling to existing Spectrum Business customers and new acquisition prospects. Primary responsibilities include effectively managing, coaching and developing Telesales Supervisors, providing leadership in service of their efforts to meet and exceed individual and team goals and ensuring high ethical standards, and compliance with Outbound Telesales policies and rules of engagement. The Telesales Manager is responsible for maintaining all aspects of the outbound telemarketing operating structure in conjunction with Supervisors, specifically leading their assigned teams towards achieving sales quotas and increasing base customer Primary Service Units (PSUs). The Telesales Manager will provide leadership to their assigned Supervisors that allows for achievement of desired business objectives and outcomes within their assigned teams and across the Outbound Telemarketing sales channel.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Develop, execute, and monitor the outbound lead strategy to optimize and maximize contacts to drive sales with strong list yield and penetration.
Actively conduct weekly call monitoring to determine performance gaps and provide feedback to individual Supervisors and Telesales Reps.
Lead and define operational efforts to simplify and enhance the customer experience.
Coach and develop Telesales Supervisors to effectively lead their teams to exceed sales quotas.
Partner with Operations and the training team to develop and deliver ongoing training for sales teams which result in strong and effective sales skills bench strength.
Identify skill and competency gaps with assigned supervisors and coach for improvement.
Set goals and objectives for assigned teams and track progress.
Collectively meet to with peers and Site Director to identify and implement ways to increase productivity and performance of the Center.
Develop and implement tracking of assigned teams’ performance and key metrics to ensure proper management of the corrective action and SOP processes (including attendance, policy, escalation and performance).
Design and execute programs and practices that motivate and recognize employees.
Support recruitment and training efforts to develop and retain a strong sales force. Ensure all team vacancies are forecasted and backfilled rapidly and training is scheduled.
Create a successful on-boarding experience for each new hire by developing the process, and ensuring that all Supervisors are following the process.
Effectively utilize operational processes, data, reports and programs to maximize department, campaign and individual results.
Ensure continuous individual and team competence by consistently evaluating selection, training, development and appraisal processes and making recommendations; partner with Leadership and Human Resources.
Oversee the implementation of new products, campaigns and technologies. Deliver information effectively and timely.
Interface with other departments to identify and implement process improvements.
Handle escalations as required within a 24 hour SLA and sooner if required by management.
Serve as backup for the outbound dialer and perform other duties as required.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to lead and motivate multiple high performing sales teams while providing the best solutions for Spectrum Business customers.
Knowledge of commercial Internet, video and data and telephone products and services
Adaptable to flexible schedules based on business needs
Analytic approach to performance management
Ability to use Excel
Required Education
Bachelor's degree in Marketing, Business, related field or equivalent experience.
Required Related Work Experience and Number of Years
Sales experience in an MSO or telecommunications Industry - 2 Management experience
- 4+ Experience with customer interaction in a business-to-business environment.
Proven call center sales management experience.
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Familiarity with ICOMS, CSG, Salesforce and/or other call tracking software is a plus
Preferred Education
Preferred Related Work Experience and Number of Years
WORKING CONDITIONS
Office work environment where employee may need to be seated for long periods of time while using
a telephone headset and computer.
Exposure to moderate noise levels
Job Code : STM600
2024-41693
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
FCC Unit: 13532 Business Unit: Community Solutions Zip Code: 29681
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