Manager, Community Solutions, Inbound Sales

About the role

The SCS Sales Manager is responsible for building and driving a sales culture in a fast paced, customer focused organization. Success is measured by meeting and exceeding established yield and PSU goals. This role is responsible for the coaching and development of an inbound sales team in a highly transactional environment.

Responsibilities

• Build and drive a sales culture in a fast paced, customer focused organization.
• Measure success by meeting and exceeding established yield and PSU goals.
• Coach and develop an inbound sales team in a highly transactional environment.
• Ensure attainment of organizations sales goals while consistently providing exceptional customer service on all calls.
• Support center leadership in attainment and maintenance of key call center productivity and quality goals, including service levels, FCR, transfer rate, productivity, etc.
• Create a culture of teamwork and demonstrate the value of teamwork through personal actions.
• Motivate a team of individuals to meet and exceed established sales targets.
• Train, mentor and motivate performance of staff through constructive feedback.
• Develop new sales strategies within the call center to maximize opportunities.
• Develop and maintain a positive sales culture.
• Ensure that company revenue goals are met or exceeded in all areas, including connects, upgrades and additional PSU’s.
• Daily monitoring of individual and team sales performance.
• Establish and maintain internal and interdepartmental relationships to ensure alignment on all Charter Communications initiatives.
• Partner with training department to develop and deliver sales training.
• Analyze sale performance to identify areas for improvement and coordinate ongoing training initiatives that will foster continuous improvement and be in line with long term strategies.
• Assess and provide feedback on training effectiveness.
• Staff related activities including recruiting, hiring, training and ongoing performance management and supervision.
• Handle all customer complaints and escalations as required.
• Perform other duties as required by management.

Requirements

A self-starter with a passion for success and a proven track record in sales management while providing a best in class customer experience. Must be capable of working flexible hours and be available as required by business operations to accommodate the needs of the department and organization as a whole. Must be able to work holidays and weekends as needed. Must have ability to work in a pay for performance and structured environment and respond to customer/employee inquires within a timely period.

Qualifications

• Bachelor’s Degree or equivalent combination of education and work experience required.
• Call Center Management experience - 3+
• Call Center Sales Manager experience - 1+

Skills

Ability to read, write, speak and understand English. Knowledge of cable and telecommunications products and services. Demonstrated communication skills, comfortable challenging the status quo, ability to work closely with all levels of employees, peers, and high level business executives.

Benefits

Spectrum Community Solutions offers industry-leading bulk residential services to tenants within Traditional Apartments, Off-Campus Student Housing, Senior Living, RV Parks, and Marinas. Community Solutions is a strategic growth engine for Spectrum that grows customer relationships and increases product penetration.

Pay

Details about pay and benefits can be found in the "Get to Know Us" section of the job posting.

Schedule

Hours may vary. Five-day workweek must include one weekend day.