Inbound Sales Supervisor

Job Summary

• Supervise in the Inbound Telemarketing Department and ensure that all assigned Inbound Sales Representatives (ISRs) are meeting standards and guidelines. Monitor and coach ISRs for success and recommend offers or procedures to improve sales performance, call handling and yield.   Organize, supervise, direct and motivate a team of Inbound Sales Representatives (ISRs) to meet or exceed budgeted sales and connects which will ensure subscriber growth and aid in the achievement of company cash flow goals. Coach, counsel, motivate and mentor the ISRs through direct monitoring. Impact sales performance through consistent coaching, follow up and mentoring of the reps.   Execute tactics to support the sales objectives. These include ensuring the staff adheres to their schedules during all hours of operation, ensuring staff is fully trained and coached to achieve optimal results, enforcing all productivity and sales standards, ensuring reps have proper tools and information to perform their jobs, ensuring the integrity of all Inbound sales transactions, and enforcing Inbound Processes.   Ensure competence and continuity of qualified ISRs through effective monitoring, coaching, appraisal and motivation. Assist in screening, recruitment and evaluation of new ISRs. Ensure competence, integrity and continuity through ongoing training, appraisal and motivation of existing ISRs. Ensure effective working relationships with internal and external contacts. Assist local Sales Manager in developing a successful business plan for local sales team. Review and analyze sales reports and develop an effective strategy based on the data.  Ensure consistent achievement of ISRs goals through daily monitoring and coaching.

Responsibilities

• Maximize the overall sales “yield”, “revenue”, “completion”, and “winback sell in” of the local Inbound Sales team through effective leadership, coaching and motivational skills.
• Motivate ISRs on a daily basis using positive reinforcement to maximize sales productivity and ensure superior customer satisfaction.
• Understands, and effectively communicates the features and benefits of all Sales related products and services to the group, including, but not limited to, pricing, packaging, channel lineup, equipment functionality, offers, policy & procedure and process.
• Ensure that all policies and procedures are accurately implemented and consistently enforced.
• Demonstrate professional sales abilities through the use of highly developed sales techniques and effective presentation skills.
• Demonstrate and enhance the sales process through monitoring and face to face coaching of direct reports to maximize sales productivity and ensure superior customer satisfaction.
• Understand, and adhere to all schedules, policies and procedures of the department. Ensure that all ISRs are adhering to same.
• Review, evaluate, and monitor productivity stats and QC reports and ensure all ISRs are meeting guidelines; coach ISRs on necessary improvements in order entry.
• Provide feedback reports that provide detailed data and analysis on recommendations for improving sales rates.
• Develop and administer weekly team sales meetings to communicate the mission, vision, values and goals of the sales organization and to maximize information flow, continuity, productivity and efficiency.
• Assist Inbound Sales Manager in achievement of staffing and employee Sales targets.
• Maximize ISR installation completion percentage by resolving issues that may affect the timely installation of all pending orders through follow up.
• Develop and maintain effective cross-functional communication, and provide input to improve employee and customer satisfaction.
• Responsible for performing all work related tasks in a manner that is in compliance with all Cablevision policies and procedures.
• Participates in special projects and performs other duties as assigned. 
• Supervises the day-to-day operations of the department, is directly involved with and exercises independent judgment regarding:
• Interviews candidates for open positions and makes recommendations for hire, rehire, or promotions.
• Reviews and approves employee schedule changes, including requested time off and ensures sufficient staffing levels by ensuring representatives are adhering to their approved schedules.
• Coaches and counsels employees in the area of conflict resolution with co-workers and customers.
• Makes initial determination regarding whether an employee under his/her direction and control should be counseled and/or disciplined and makes recommendations as to the nature of the discipline regarding the same, including the issues of corrective actions and Performance Improvement Plans (PIPs).
• Assigns work to employees based on the specific skills, training, experience and availability of the individual under his/her direction and control and ultimately is responsible for the completion of said assignments.
• Assesses ISRs goals of direct reports on a day-to-day basis, as operational needs require. 
• As needed, conduct periodic meetings with direct reports to provide training on proper techniques, services, and monthly progress reports
• Prepares, conducts, or gives input to performance evaluations for employees under his/her direction which is considered by the Company in determining annual merit increases.
• Makes recommendations for termination based on employee’s performance and/or behavior as needed.
   

Qualifications

• Superior customer service and communication skills a must.
• A minimum of 1-2 years proven track record of success in a call center required, preferably in a sales or customer service role.
• Previous call center supervisory experience a plus.
• Thorough understanding of the telecommunications and cable industry. Focus on trends within the marketplace with a strong emphasis on the competitive landscape.
• Proven ability to motivate and discipline.
• Bachelor's degree in business with communications emphasis preferred. High school diploma or equivalent required.
• Detail oriented, articulate, with demonstrated strong verbal and written communications skills.
• Must be able to make effective presentations, have excellent verbal and written communication skills, and be able to interface with all levels of management
• Demonstrated strong negotiation and problem solving skills.
• Thorough knowledge of IDA and Aspect phone system and strong PC skills required.
• Core competencies include teamwork, integrity, flexibility and concern for excellence in a highly competitive environment. Demonstrated ability to work independently and be self-motivated.
• A charismatic and enthusiastic leader with skill and experience in creating excitement and energy, building and leading teams and developing skills in others
• Proven ability to work under pressure14. Spanish/English bilingual a plus