Supervisor, Inbound Sales Req# 1506990
Date Posted: November 4, 2020
Deadline: December 28, 2015
Organization: Charter Communications
City: Simpsonville, SC
Associates college degree in marketing, sales or related field.
Minimum of 3-5 years of call center experience in the sales area.
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to provide coaching and direction for appropriate selling techniques to ensure agents achieve and sustain achievement of stated sales goals.
Strong working knowledge of cable communications products and services to include video (TV), data (internet) ,and voice (telephone).
Strong computer and consumer electronics skills. Ability to use personal computer and appropriate software applications to include billing system and other role-related tools.
Excellent verbal and written communication skills to include presenting materials in front of an audience.
Ability to handle multiple projects and tasks.
Ability to prioritize and organize effectively.
Ability to show judgment and initiative and to accomplish job duties.
Supervise agents to ensure a high level of customer satisfaction, professionalism, and courtesy during all sales transactions.
Consistently meet or exceed weekly and monthly inbound sales activity goals by coaching agents to sound telephone based selling techniques.
As a result of regular phone monitoring and engagement with the agents, provide regular data-centric feedback to Manager with regard to actionable items to be taken to improve customer experience and improve sales yield. Identify and coach to upselling and cross selling sales opportunities.
Ensure that agents are educated on and abide by the business rules surrounding the selling of a customer.
Ensure thorough understanding of the agent as well as the supervisor compensation/commission plans in order to coach to specific behaviors that will improve sales yield and, therefore, improve commission earnings potential.
Have a full understanding and be able to display proficiency at explaining all products and services to existing and prospective customers.
Acquire and demonstrate, via coaching and feedback, thorough knowledge of competitors? pricing, packaging and products in an effort to teach the agents to conduct side by side comparisons of Charter?s and competitors? products and services. Full familiarity with current marketing campaigns and promotions.
Manage agent compliance of call handling metrics to include productive time, schedule adherence, average handle time, after call work, etc..
Analyze and provide statistically-based recommendations on ways to improve agent sales performance. Performance managed by proving frequent coaching based upon call monitoring and sales yield results.
Provide feedback on sales offers and business rules to support Charter?s sales strategy.
Master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the sales function.
Perform other duties as required by supervisor.