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VP, Inbound Sales
Spectrum
Albany, NY, United States
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JOB SUMMARY
Responsible for leading the Inbound Sales Call Center site, including all activities that contribute to the acquisition, satisfaction and retention of customers, and in enhancing the Customer Experience. Lead and Direct the Center’s sales and/or service, retention, quality, workforce management, IT, training delivery, human resources and operational functions.
MAJOR DUTIES AND RESPONSIBILITIES:
• Actively and consistently support all efforts to simplify and enhance the customer experience
• Drive the attainment of key performance indicators including service level, quality, sales, revenue, productivity/efficiency, reliability, and attrition objectives.
• Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.
• Oversee processes and procedures, work order accuracy, quality, and adjustments; ensure a high level of customer satisfaction and an optimal customer experience.
• Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements.
• Oversee employee evaluation, development and performance management processes.
• Ensure effective and impactful delivery of training to front line customer facing employees.
• Foster a culture of consistency, accountability and continuous improvement.
• Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.
• Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area.
• Perform other related duties, as assigned
PREFERRED QUALIFICATIONS
• General Skills / Abilities and Knowledge
• Strong customer focus and proven customer advocacy
• Proven success in Call Center management experience
• Knowledge of key elements that comprise the end-to-end customer experience
• Ability to communicate orally and in writing, in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to define key performance indicators / metrics
• Ability to document, prepare and present data-driven presentations
• Ability to make decisions and solve problems while working under pressure
• Ability to manage multiple projects simultaneously
• Ability to prioritize and organize effectively
• Mature judgment and individual initiative
• Ability to supervise and motivate others
• Proven track record of developing staff and maintaining a high standard of employee relations
• Ability to use personal computer and software
• Knowledge of broadband products and services
Education
Bachelor's degree required. Master’s degree preferred.
Related Work Experience Number Of Years
Cable Industry Leadership Experience 10
General Management Experience 10
Customer Care Call Center Experience 10
Call Center Leadership Experience 6
WORKING CONDITIONS
Office environment
Travel as required