Director, Sales SupportApply Now Date posted 03/16/2019 Requisition Number: 228077BR Location: United States - Texas - San Antonio Area of Interest: Operations/General, Strategic Planning, Telecommunications Position Type: Full Time
The Director Sales Support provides leadership, vision, and strategy to support the implementation and execution of Sales Support operations in the customer facing organization that consists of internal and external contact centers. This includes the design of processes and solutions for a front line workforce. The position is also responsible for supporting all Sales Support integration work resulting from the business combination between Charter, Time Warner Cable and Brighthouse.
The Director will also manage all Sales Support Vendors which includes contract and expense management, vendor process standardization and operational oversight. This position plays a critical role in the identification and substantiation of tools needed to improve the efficiency and productivity of the workforce. Expected to partner cross-functionally with Marketing, and Sales teams to ensure common goals are met, be it the day-to-day operations or key strategic decisions.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to streamline operations and enhance the customer experience
Oversee all outbound calling efforts for Sales Support, including operations, FCC/TCPA compliance, customer privacy, technology and performance metrics.
Provide direction to leadership at various contact centers.Provide guidance and support to other leaders within the Sales Support organization.Oversee and direct the deployment of all required training and policy instruction for internal and external agents.
Partner with all other Sales Channels and Stakeholders in an effort to maximize program’s results, including forecasts, policies and procedures, and overall partner performance.
Develop and implement tactics aimed to improve completion rates for all Sales Channels across the Sales Support organization.
Responsible for the selection process and performance management of 3rd party vendors, including contract negotiation, agreement development and renewals.Conduct site visits at 3rd party vendor’s site.Organize performance reviews and implement corrective strategies as required.
Ability to provide key performance updates to all levels of senior leadership and executive team.
Effectively communicates and encourages peer-to-peer networking within the department and across the company.
Provide direction and assist with oversight of yearly budgeting as well as goal setting.
Establishes controls that staff adheres to policies, procedures, and methodologies defined by Leadership.
Establishes controls to promote projects are delivered with quality solutions on time and within budget
to meet sponsor expectations/needs.
Maintains current knowledge of project management tools and methodologies.
Establishes timely/consistent communication of status and critical issues of all projects/programs that
are managed under the group’s direction.
Utilizes management tools to monitor and manage key performance indicators.
Collaborates with Business Planning to prepare/manage operational budgets and variances, conduct return on investment analysis on operational initiatives and track/report on variances.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of key elements that comprise the end-to-end customer experience
Ability to communicate orally and in writing, in a clear and straightforward manner
Ability to communicate with all levels of leadership and company personnel
Ability to define key performance indicators/metrics
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects simultaneously
Ability to prioritize and organize effectively
Mature judgment and individual initiative
Ability to supervise and motivate others
Proven track record of developing staff and maintaining a high standard of employee relations
Ability to use personal computer and standard business software
Knowledge of broadband products and services
Ability to effectively manage large and complex projects
Bachelor’s degree or equivelant level of experience,Masters degree preferred
Related Work ExperienceNumber of Years
Cable Industry Leadership Experience8+
General Management/Leadership Experience 6+
Call Center Experience7-10
Travel as required
The Spectrum brand is powered and innovated by Charter Communications. Charter Communications
reaffirms its commitment to providing equal opportunities for employment and advancement to qualified
employees and applicants. Individuals will be considered for positions for which they meet the minimum
qualifications and are able to perform without regard to race, color, gender, age, religion, disability,
national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal,
state or local laws.
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