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Director - Inbound Sales - Tyler, TX

Posted on May 14, 2019 by Altice USA

Tyler, TX 75701
Sales
Immediate Start
Annual Salary
Full-Time
Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands.
From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country -- to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between.

Manages the sales activities within the Inbound call center facilities located in Tyler and Lubbock, Texas. Direct the flow and timely handling of inbound sales calls designed to generate revenue, cash flow, subscriber growth, and customer satisfaction. Manage sales of multiple products, including video acquisitions, video upgrades, internet, phone and digital products for residential customers.
Organize, supervise, direct and motivate a team of Inbound Sales Representatives (ISRs) to meet or exceed budgeted sales and connects which will ensure subscriber growth and aid in the achievement of company cash flow goals.
Primary role is to plan, analyze and execute tactics to support the sales objectives. These include staffing the Inbound Telemarketing centers properly during all hours of operation, ensuring staff is fully trained and coached to achieve optimal results, tracking and enforcing all productivity and sales standards, ensuring reps have proper tools and information to perform their jobs, and ensuring the integrity of all Inbound sales transactions.
Ensure competence and continuity of qualified ISRs through effective recruitment, selection, training, appraisal and motivation. Ensure effective working relationships with internal and external contacts. Ensure punctual, regular, and consistent attendance of all ISRs.

Review and analyze sales reports and develop an effective strategy based on the data.
Oversee all center expenses including payroll. Must review and approve all commission reports monthly and authorize any manual adjustments. Must approve all internal call center expenditures.
Maximize the overall sales 'yield' of the Inbound Telemarketing Sales team through effective leadership and motivational skills:
Monitor, evaluate, and track overall sales performance to ensure budgeted goals are met.
Responsible for the customer experience of all contacts into the call center. Ensure call monitoring is designed, implemented and continuous.
Provide direction to Inbound Sales Management staff (plus ISRs and support staff as applicable) to achieve objectives and continued sales growth. Coach Inbound Sales /Managers/Supervisors to ensure all sales goals are achieved. Work closely with Inbound Sales Managers/Supervisors to ensure all reps are trained, understand current campaigns, know all order entry procedures, are productive, etc. Review sales reports to track rep and department's improvements.
Support annual budget projections, annual sales plans, interim forecasts and long-range plans relative to subscriber acquisition and revenue enhancement for all products. Meet or exceed budgeted and/or inbound sales forecasts.
Analyze QC reports and, in conjunction with Managers/Supervisors, take steps to ensure the integrity of the sale. Ensure reports are an accurate indicator of errors and work with managers to train, coach, and discipline reps to eliminate all errors.
Assess employee policy and process education needs in order to meet the goals and objectives of the sales team and ensure customer satisfaction.
Evaluate Inbound Telemarketing Sales programs on an ongoing basis and make recommendations to improve efficiency and maximize performance, working in conjunction with Inbound Sales and Sales Support management team. Assess employee policy and process education needs in order to meet the goals and objectives of the sales team and ensure customer satisfaction.
Work closely with HR/Recruiting to ensure all staffing objectives are achieved on a timely basis. Maximize the quantity and quality of the Inbound Sales staff through creative and ongoing recruiting and employee retention efforts. Analyze and act on staffing requirements to ensure that call center is adequately staffed at all times.
Responsible for productivity of staff to guarantee an acceptable average speed of answer and abandonment rate (currently expected to be less than 60 seconds and 3% respectively). Ensuring personnel requisitions are approved and submitted on a timely, and accurate basis.
Clearly and effectively communicate all Company and Sales Department policies, procedures, business rules and strategies to the inbound team. Ensure that these policies & procedures are accurately implemented and consistently enforced for all inbound staff. Communicate all policies and procedures to ensure all sales quality guidelines are met.
Develop and train Inbound Sales /Managers/Supervisors and Coordinator to achieve objectives and continued sales growth. Coach Managers/Supervisors to ensure all sales goals are achieved. Work closely with Sales Managers (and Supervisors as applicable) to ensure all reps are trained, understand current campaigns, know all order entry procedures, are productive, etc. Review sales reports to track rep and department's improvements.
Analyze QC reports and take steps to ensure the integrity of the sale. Director will analyze all QC reports and work with Managers (and Supervisors as applicable) to ensure sales integrity. Ensure reports are an accurate indicator of errors and work with managers to train, coach, and discipline reps to eliminate all errors.
Evaluate Inbound Telemarketing Sales programs on an ongoing basis and make recommendations to improve efficiency and maximize performance, working in conjunction with Inbound Sales and Sales Support management team.
Conduct ongoing meetings with the Inbound Telemarketing Sales Management team to communicate the mission, vision, values and goals of the sales organization and to maximize information flow, continuity, productivity and efficiency. Demonstrate and enhance the sales process through side-by-side coaching of direct reports to maximize sales productivity and ensure superior customer satisfaction.
Monitor, make recommendations, and implement potential revisions of sales rep commission & incentive programs on an ongoing basis, working in conjunction with the local Inbound Sales Directors, VP of Sales, and Business Planning Sales Operations.
  • Bachelor's degree strongly desired. Communications emphasis a plus.
  • Strong sales operational expertise with a minimum of 5 years of sales/marketing experience and supervisor/managerial experience required.
  • Minimum of 5 years proven success in a sales management role required with at least 5 years managing a large telemarketing call center required.
  • A minimum of 5 years experience in cable TV sales management required.
  • Experience developing and managing financial/statistical budgets, with an aptitude in negotiation and strong analytical ability a plus.
  • Successful participation in Sales Presentation Training, Building Sales Relationships, Management Training Workshops, and Leadership Skills Training is desired.
  • Experience at Budgeting and Forecasting Operating Expenses and Sales Goals based on recent trends is a plus
  • Demonstrated ability to analyze problems, to probe facts, identify and question assumptions and find creative and effective solutions.
  • Financial/statistical budgeting experience, an aptitude in negotiation, and strong analytical ability a plus.
  • Demonstrated ability to analyze problems, to probe facts, identify and question assumptions and find creative and effective solutions.
  • Demonstrated ability to identify and question assumptions and find creative and effective solutions.
Management Skills
  • A charismatic and enthusiastic leader with skill and experience in creating excitement and energy, building and leading teams and developing skills in others.
  • Proven ability to motivate a large staff required
  • Must be able to make effective presentations, have excellent verbal and written communication skills, and be able to interface with all levels of management.
  • Creative flair, conceptual and project-specific, is required.
  • Core competencies include teamwork, integrity, flexibility, stress tolerance, and concern for excellence.
  • Demonstrated ability to analyze problems, to probe facts, identify and question assumptions, and find creative and effective solutions.
  • Ability to understand and respond effectively to activity interdependencies to ensure that they do not negatively affect the execution of sales.
  • Skill and experience in creating excitement and energy, building and leading teams and developing skills in others.
  • A strong communicator and team player that can foster collaboration and build consensus across multiple constituencies.
  • Strong project management skills and the ability to prioritize multiple tasks and initiatives.
  • An organizationally perceptive person who will respect the traditions and culture of Cablevision and who can implement new ideas within that context.
Technical/Functional Competencies Thorough, in-depth, and proficient understanding of the key aspects of Inbound Telemarketing Sales specific to the cable industry, including the Sales process, procedures, compensation, incentives, position descriptions, staffing, hiring, and product knowledge.
  • PC literate with good understanding of Excel, Word, or similar programs...... click apply for full job details

Reference: 705918757