Supervisor, Residential Inbound DSC Chat Sales

Full Time United States - South Carolina - West Columbia Posted 04/23/2021 Areas of interest: Call Center, Sales Requisition Number: 280079BR SIB435
The Spectrum Residential Inbound DSC Chat Sales Supervisor is accountable for meeting and exceeding established sales goals for residential customers. This position reports to the Residential Inbound Sales DSC Chat Manager. The Supervisor is responsible for coaching and development of a team of Inbound Sales Chat Reps in a fast-paced, quota-driven sales environment that is highly transactional and customer focused.

Actively and consistently support all efforts to simplify and enhance the customer experience

Professional and highly motivated with strong sales coaching and developmental experience in a fast-paced, dynamic Call Center Sales environment.

Develop new sales strategies within the call center to maximize opportunities

Oversee all daily sales activities of the Sales Chat Representative Team. Lead and guide the team in the attainment of revenue goals and performance metrics. Monitor chat and performance stats and provide individual Sales Representative feedback. Motivate, coach and mentor Sales Chat Representative. Plan and lead team meetings. Create, deliver, implement and manage individual Sales Chat Representative Performance Improvement plans (PIPs) and Corrective Action Plans (CARs). Develop and maintain a positive sales culture.

Lead and guide the team in the attainment of marketing campaign goals. Partner with marketing department in the development, implementation and evaluation of marketing campaigns. Monitor Sales Chat Representative and Chat Team performance; conduct coaching. Provide post-launch feedback to Sales Chat Representative and marketing leadership.

Perform all staffing-related activities including recruiting, hiring, on-boarding, goal-setting, monitoring, measuring and coaching performance. Conduct regular performance reviews.

Perform multiple administrative duties: Create and manage Sales Chat Representative work schedule. Review and approve time-off requests and timesheets. Review, reconcile and approve commission reports. Approve customer credits.

Develop and maintain positive relationships with other departments: sales operations, field operations, marketing, product development, training and customer care.

Perform other duties as requested.

Skills / Abilities and Knowledge
  • Ability to supervise and motivate others
  • Ability to recruit, develop, maintain and optimize a team of sales professionals
  • Ability to communicate orally and in writing in a clear and straightforward manner
  • Ability to manage multiple projects at one time
  • Ability to prioritize and organize effectively
  • Ability to work independently and collaboratively
  • Ability to work with others to resolve problems, handle requests or situations
  • Ability to respond quickly to changing business needs
  • Ability to use personal computer and software applications (i.e. word processing, spreadsheets, etc.)
  • Knowledge of voice, data and television products and services
  • Ability to listen to and interpret the needs of the customer

High School diploma or equivalent
2+ years post high school education preferred

Related Work Experience
2-3 years: Inside Sales experience, commercial experience preferred
1-2 years: Supervisory experience preferred preferably in an inside sales capacity

Office environment
Exposure to moderate noise levels
Occasional 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.

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