VP, Outbound Sales Center

Company: SPECTRUM
Location: Florence
Posted on: January 16, 2022

Job Description:

JOB SUMMARY
The VP, Outbound Sales Center is responsible for leading the Outbound Sales Call Center site, including all activities that contribute to the acquisition, satisfaction and retention of customers, and in enhancing the Customer Experience. This position will 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.

Manage compliance with federal, state and company telemarketing regulations while driving outbound telemarketing operations and performance.

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.

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REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
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
Sales Call Center Experience 10
Call Center Leadership Experience 6

WORKING CONDITIONS
Office environment
Travel as required XSA155 298114 298114BR

Keywords: SPECTRUM, Cincinnati , VP, Outbound Sales Center, Executive , Florence, Ohio