Sales Enablement Supervisor - Jericho, NY
Posted on Jun 14, 2019 by Altice USA
Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.
The Company offers Optimum‐branded digital cable television, highspeed Internet and voice services, as well as Optimum WiFi, the nation's most robust WiFi network, to residential and business customers across the New York Tri‐State area.
This position of Sales Support Supervisor ensures that the Inbound and Outbound Sales departments are consistently providing customers with a higher quality of service than they expect. Ensuring that sales are completed is the main objective of the Sales Support team. The Sales Support Supervisor provides feedback and analysis of the performance of the division of the organization that engages in this critical customer contact. Effective analysis, distribution and usage of this data can have a major impact on how customers view the company, thus affecting customer loyalty and retention.
The Sales Support Supervisor responsible for monitoring performance of Sales Support Coordinators, providing feedback to ensure that customer satisfaction goals are met. Maintain sufficient staffing requirements and accurate e-time records. Ensure training for Coordinators to include troubleshooting, policy/procedure, campaign offers, and any updates needed to support the sales team. Track and report on complaint trends and submit recommendations to Manager/Director for employee education needs and operational enhancements. Supervise the handling and transferring of both inbound and outbound escalated sales calls, ensuring that a satisfactory ASA is met. Provide guidance to Sales Support coordinators in the resolution of difficult situations. Ensures competence and continuity through effective training, motivation, coaching, development and recognition of Sales Support coordinators. Handle escalated customer concerns and follow up to ensure positive resolution. Supervise the handling of e-mails received in the Sales Support mailboxes, ensuring accurate and timely resolutions. Ensure that all ECR complaints are handled within the company guidelines. Log and track complaints/issues through resolution, including but not limited to ECR's, e-mails and call logs. Distribute and reinforce written guidelines regarding changes to policies and procedures as outlined by Sales Management team. Maintain current and accurate monitoring statistics and performance metrics. Maintain an ongoing employee education/training schedule to address all issues outlined by the Sales Support team. Prepare and administer timely performance reviews, monthly progress reports, and corrective action as needed. Performs all human resources transactions for staff, including recruitment, termination and pay status change recommendations. Act as a role model and mentor to all Telemarketing Sales personnel. Maintain professional working relationship with personnel from all departments. Demonstrates advanced proficiency in all Altice USA products, procedures and policies. Special projects and other duties as deemed necessary by Sales Support Manager.
- Associate's degree in business preferred.
- Minimum of 5 years Quality Assurance, Call Center and/or Customer Service experience required.
- Prior supervisory or management experience preferred.
- Proficiency in using PC Office software: Microsoft Word, Excel required. Cable Data and Zoom knowledge preferred.
- Strong oral and written communication skills.
- Excellent analytical problem solving and conflict resolution skills.
- Ability to work well under pressure, while performing multiple tasks.
- Ability to work as a productive member of a team.
- Ability to work a flexible schedule, including nights and weekends.