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Senior Manager, Sales, Alternate Channels
Bell Media
Verdun, , Canada
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Bell is a truly Canadian company with a 136 year track record of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.
The Small Business Customer Care and Sales organization is in the midst of solidifying our plan to strengthen our Frontline performance and accelerate year/year improvements in both revenue generation and revenue protection programs.
We are looking for an experienced leader for the role of Senior Manager, Sales, Outbound, eChat and Alternate Channels. This position reports directly to the Director – Small Business Sales and Loyalty.
We are introducing this new role in line with this evolution in the Small Business Team:
Are you passionate about digging into data to expose driving factors of performance ?
Are you an effective, confident communicator that knows the right questions to ask to get the job done?
Do you thrive in a fast paced environment?
Do you enjoy being a key player in igniting revenue growth opportunities through data and performance insights?
Do you succeed when you need to pave your own roadmap of deliverables towards overall business objectives?
If the answer is YES to all of the above ... you are indeed a candidate we`re interested in meeting with!
Major Responsibilities/Accountabilities:
• Accountable for all Sales key performance indicators (KPIs) including Sales conversion rates
• Responsible for performance management of Sales Reps and Team Leaders
• Must manage Team performance across vendor and internal sites – including managing the business relationship with the Call Centre Vendors
• Analyze and leverage data to generate greater sales potential
• Accountable to develop and launch a hot leads program – developing new and innovative ways to sell more and sell better
• Create a Sales Agent Onboarding program for eChat, Outbound and Lead Generation activities – including recruiting, training and support in our Call Centers
• Build and deploy rigorous performance management tools to sustain sales growth and drive rep variability to optimal 25% or less
• Introduce Sales Blueprints in these channels – guides to increase Rep success rate on each sales contact and capture valuable Customer insight
• Build robust Rep and Team Leader scorecards
• Ignite, assess, deploy and monitor new lead generation programs and initiatives
• Partner with Bell Residential on learnings, opportunities and benchmarking
• Liaison with Marketing and Business Performance Managers to generate and accelerate RGU growth
Essential Skills and Abilities:
• Proficiency in all Microsoft Office applications
• Strong leadership skills with a proven track record in delivering in fast paced conditions
• Active listening skills and capable of communicating in a way that engages others in dialogue and builds rapport.
• Results oriented and thinks out of the box
• Ability to motivate and develop team members
• Able to proactively seek out innovative approaches to business challenges
• Exceptional organization and planning skills to deliver on business objectives and provide visible leadership to broader, virtual teams
• Possess strong negotiation skills and the ability to confidently lead and inspire people through change in a fast paced and rapidly changing environment and marketplace
Qualifications:
• 5+ year experience as a leader
• Proven leadership abilities
• Bachelor`s Degree in Commerce or Business Administration
• Highly developed partnership skills
• Ability to cope well with deadlines, workloads and adaptable to change
• Strong interpersonal, communication, organizational and motivational skills
• Proven strong team building skills
• Ability to work well in a virtual environment with multiple peers
• Ability to interpret complex analysis, budgeting data and business information
• Understanding of cost and financial principles
• Good project management skills
Bilingualism is requirement(English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Quebec : Verdun
Application Deadline: 01/20/2017
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, QC, Verdun