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Director, Telemarketing Operations

Date posted 07/30/2020 Requisition Number: 265682BR Location: United States - Kentucky - Florence Area of Interest: Inside Sales, Sales Position Type: Full Time
The Spectrum Telemarketing Operations Director is responsible for the execution of all operational aspects of the Residential internal call centers. This position will lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of Charter's Outbound Telemarketing centers. Achieves budgeted sales and connect goals within the constraints of expense budget.


Manages all outbound telemarketing sales strategy and execution functions

Oversees and manages all sales relationships as well as the negotiations for 3rd party contractual and scope of work agreements (QA, Dialer, etc.)

Assist the Site leader in ongoing and extensive management and evaluation of performance to ensure best in class strategy and execution, which includes overseeing and participating in onsite monitoring and strategy discussions, as well as extensive analysis of sales results for ongoing program optimization

Develops and manages sales and expense budget forecasts, including evaluation of the compensation infrastructure, making recommendations for modifications to maximize sales and ROI

Develops and implements new and innovative processes and sales strategy tactics to increase sales performance, including development of new promotional offer programs specific to needs of the channel

Implements process improvements (coaching, developing representatives) that increase Sales Performance

Keeps abreast of industry trends, equipment, techniques and legislation

Oversees the implementation of all new outbound telemarketing campaigns, including dialer management and enhancements

Coordinate call center new hire training efforts with HR and Training teams in accordance to the operational budget and forecast

Oversee the execution of the training program and personnel to ensure technical and soft skills of the call center representatives are up to date

Establish policies and procedures, in accordance with consumer laws, to provide necessary customer service and promote good customer relations

Responsible for handling and managing ECAF assignments (Executive Complaints)

Oversee the maintenance of the facilities personnel to ensure a professional & safe work environment

Maintain documented facilities readiness plan and implement remediation actions to ensure compliance with corporate requirements

Responsible for the day-to-day execution and reporting of workforce planning strategy through local workforce teams

Perform other duties as required

Skills/Abilities and Knowledge
  • Ability to read, write and speak the English language to communicate with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
  • Ability to perform and interpret needs analyses and translate findings into actionable next steps
    General management acumen and experience and knowledge of business models and corporate strategy
  • Ability to organize/prioritize work, manage multiple tasks and projects and function effectively as a Self-directed leader of multiple initiatives
  • Excellent analytical skills
  • Strong leadership and interpersonal skills
  • Strong forecasting skills
  • Ability to think strategically and anticipate future trends, needs and expectations
  • Strong analytic, organizational, and problem solving skills
  • Ability to focus on overall strategy
  • Ability to analyze data and develop and present data driven reports
  • Ability to document, prepare and present executive level presentations

Bachelor's degree in Business, related field or equivalent experience

Related Work Experience
5+ years of Senior management/leadership experience
5+ years of Project/Process management experience
10+ years of Call Center Management experience

Skills/Abilities & Knowledge
Knowledge of cable television, high speed Internet and phone products and services
Hands on Telemarketing experience

Bachelor's degree in business or related field (MBA preferred); or equivalent experience

Office Environment
Travel as Required

The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are 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.

FCC Unit: 13536 Business Unit: Marketing STM700 Apply Later

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