JOB SUMMARY
The VP, SMB Telesales leads the overall strategic direction, development and operation of Small and Medium Business Outbound Telesales channel for the company. This role will manage the sales process, internal call centers, vendor management, and operating efficiencies through customer acquisition and upgrade sales of Charter's robust suite of products, including, but not limited to, Video, High Speed Internet, Telephone, Spectrum Mobile, and other value added services. This position will oversee the development, implementation, and continuous process improvement through identification of operational, sales, and technological changes that impact production, execution and consumer response. While having direct oversight of all the SMB OTM Call Centers this role requires close coordination of activity cross-functionally with customer operations, product management, and Marketing.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.Align team activities with the company vision of driving growth by delivering simple, customer-oriented entertainment and communication solutions to consumers and businesses within our footprint.Manage internal call centers and vendor relationships.Meet or outperform defined sales targets for each channel.Create annual expense budgets, meet or outperform expense budgets; provide guidance to field teams on expense, activity, performance and efficiency.Manage compliance with federal, state and company telemarketing regulations while driving outbound telemarketing operations and performance.Create and maintain strong relationships with all channel vendors; manage vendor selection and performance and negotiate terms.Drive marketing ROI through innovative production and process improvements.Oversee data analysis and reporting on channel expense and performance; maintain P&L focus.Collaborate with the Marketing Sciences team on marketing database management and enhancements, toll-free number assignment and tracking, list pull operations, model application, test design and result reporting and integration.Ensure tests and controls are properly designed and implemented across sales channels.Maintain, improve or initiate processes that drive flawless but flexible execution.Lead collaborative discussions, facilitate sharing of information and respond effectively to feedback from various stakeholders including field marketing, product management, customer care and other consumer marketing teams.Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements.Oversee employee evaluation, development and performance management processes.Ensure effective and impactful delivery of training to front line customer facing employees.Foster a culture of consistency, accountability and continuous improvement.Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Required Education
BA or BS degree required
Required Related Work Experience and Number of Years
Cable Industry Leadership Experience - 10
General Management Experience - 10
Sales Call Center Experience - 10
Call Center Leadership Experience - 6
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Preferred Education
Master degree preferred
Preferred Related Work Experience and Number of Years
WORKING CONDITIONS
Office environment
Travel as required
PHYSICAL AND MENTAL REQUIREMENTS
Physical Requirements
Mental Requirements
Job Code : XSA145
2024-41492
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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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