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Inside Sales Manager
Blackboard Inc.
Greenville, SC, United States
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Inside Sales Manager – Blackboard Student Services
Greenville, SC
THE OPPORTUNITY
With nearly 20,000 organizational customers and millions of student users, Blackboard is the world's leading education technology company.
POSITION RESPONSIBILITIES
The Inside Sales Manager is responsible for managing a specifically assigned team of Inside Sales Representatives to ensure they meet defined performance objectives. This individual is responsible for the continuous improvement of key performance indicators and updating and alerting management to significant trends, performance metrics, and employee relations issues. The Manager is the primary contact and will be the primary contact for any employee related concerns, client escalations quality assurance, and team development.
Responsibilities for this position include:
• Monitors individual and team results to identify and act on performance trends to ensure revenue goals and performance targets are met.
• Implements and ensures defined work processes and procedures are followed by the team.
• Monitors team productivity and provides direction and communication to ensure customer engagement.
• Monitors customer interactions to observe employee demeanor, technical accuracy, and conformity to company policies.
• Communicates and follows up to ensure advisors are fully informed of all new information related to solutions, procedures, customer needs and company related issues, changes or actions.
• Works as member/leader of projects that directly contribute to organizational success.
• Provide appropriate coaching, counseling, direction and resolution to organization.
• Projects favorable image of the company to promote its objectives and goals as well as enhance customer relationships.
• Addresses performance problems in accordance with company policy. Prepares warnings and communicates effectively with employees to follow up on employee performance.
Qualifications:
• Bachelor’s degree preferred (or a combination of post secondary education and at least four years of Operations Center management experience); High School diploma or equivalent required.
• Minimum of three years Operations Center experience and overseeing an Inside Sales function.
• Previous leadership experience strongly preferred, with preference given to candidates with previous call center leadership experience.
• Ability to manage multiple job tasks at one time and escalate issues timely.
• Able to focus in a fast-paced environment.
• Strong verbal and written communication skills.
• Moderate computer skills, especially with Microsoft office.
• Ability to adapt to change.
Travel Requirements
• 10% domestic travel may be required to attend periodic or regional meetings
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.