Supervisor - Retention Sales Job ID: 2018-20964
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.
The ideal candidate for this role has proven experience in managing, building and inspiring an inbound sales team to achieve daily, weekly and quarterly targets in addition to delivering feedback to marketing and sales operations about call volume and process improvements.
Supervises and manages performance, attendance and training requirements for a team of Inbound Sales Representatives
Train and coach team members to follow a sales process, present product recommendations, and overcome objections to close the sale.
Leverage call reviews to develop the sales, product and industry skills of each team member
Motivate team members through creative incentives
Regularly report on Team/Individual results based on organization's key success metrics.
Work with Director of Cal Center Sales and Training Department to ensure that agents are successfully prepared for client interactions.
Identify behaviors of high performing agents and train others in like behaviors.
Communicate agents goals and ensure understanding of expectations
Conduct daily reviews and manage agent performance through use of call volume and conversion rate metrics
Coach agents on how to improve key metrics by observing call behaviors and system usage
Works with Director of Call Center Sales to develop plan of action for underperforming agents
Works with Sales Leadership to continual improve in the areas of Process, Efficiency and Productivity for the sales teams
Bachelor Degree or equivalent experience required
Three+ years successful supervisory or management experience with heavy emphasis on team development preferred
Two+ years call center experience preferred
Excellent knowledge of telephone sales
Strong understanding of call methodology and coaching techniques associated with each element
Ability to drive staff performance improvement through effective application of coaching and development techniques
Understanding of inbound/outbound calling techniques and selling methodologies with an emphasis on quality results
Skilled at handling human interactions in a positive manner
Excellent written and verbal communication skills
Public speaking and presentation techniques/experience preferred.
Prior experience with computers required
Experience with Windows, Word, and Excel preferred
We are an Equal Opportunity Employer Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.