Supervisor, SMB Telesales
JOB SUMMARY
The Supervisor, SMB Telesales, will oversee a team of Outbound Telesales Representatives dedicated to servicing Spectrum Business’ existing customers and new business acquisition prospects. Primary duties include effectively managing sales efforts for adding new customer acquisitions, bundling company products, and adding additional primary service units (PSUs) to existing Spectrum Business Customers. The Telesales Supervisor is responsible for the coaching and development of Telesales Representatives and maintaining all aspects of the outbound telemarketing operating structure, specifically leading their team towards achieving sales quotas and increasing base customer Primary Service Units (PSUs). A successful Telesales Supervisor will effectively lead a team that regularly exceeds assigned sales quota objectives and builds/maintains a strong customer experience. The Telesales Supervisor will provide leadership to their team that allows for achievement of desired sale
s objectives, operational enhancements, process compliance and collaboration within their team and across the sales channel.
MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Develop outbound lead strategy to optimize and maximize contacts to drive sales with strong list yield.
- Actively and consistently support efforts to simplify and enhance the customer experience.
- Coach, train and lead a team of Telesales Representatives to increase productivity and maintain sales goals.
- Set goals and objectives for the assigned Telesales Representatives.
- Identify and implement ways to increase productivity and performance for the Telesales Representatives.
- Ensure Telesales Representatives are sufficiently trained in the necessary functions and products in order to guarantee all work is completed accurately and in a timely manner.
- Work with management to track and improve representative and lead performance as it pertains to sales quotas and retention of the assigned base of customers.
- Motivate the assigned Telesales Reps to be accountable for exceeding individual and team sell-in, adherence, quality, and customer service established goals.
- Design and implement department programs to motivate and recognize employees on a daily basis.
- Support recruitment and training efforts to develop and retain a strong sales force.
- Effectively manage day to day attendance tracking, policy adherence, escalation resolution and performance issues.
- Effectively utilize operational processes, data, reports and programs to maximize department, campaign and individual results.
- Ensure continuous individual and team competence by by providing optimum selection, training, development, appraisal and motivation techniques and tools.
- Generate sustained incremental sales through problem identification and increasing Telesales Representative development.
- Oversee the implementation of new products, campaigns and technologies.
- Exercise multi-tasking skills when volume and workload exceed expectations.
- Interface with other departments through written and verbal communication to identify and implement process improvements.
- Serve as backup for the Outbound Dialer and become subject matter expert to help close performance gaps
- Handle escalations as required within a 24-hour SLA and sooner if required by management
- 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 a high-performing sales team 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
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 (can be supplemented with College Degree) - 2+
Experience with customer interaction in a business-to-business environment.
Experience with processes in a call center sales environment, including dispatch, field, and back office.
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Familiarity with ICOMS, CSG, ATLAS, Salesforce, and/or other call-tracking software is a plus
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
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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