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VP, Outbound Sales Center

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

Job Description:

JOB SUMMARYThe 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 RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experienceDrive 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. REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishStrong customer focus and proven customer advocacy Proven success in Call Center management experienceKnowledge of key elements that comprise the end-to-end customer experienceAbility to communicate orally and in writing, in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to define key performance indicators / metricsAbility to document, prepare and present data-driven presentationsAbility to make decisions and solve problems while working under pressureAbility to manage multiple projects simultaneouslyAbility to prioritize and organize effectivelyMature judgment and individual initiativeAbility to supervise and motivate othersProven track record of developing staff and maintaining a high standard of employee relationsAbility to use personal computer and softwareKnowledge of broadband products and servicesEducation Bachelor's degree required; Master's degree preferred.Related Work Experience Number of YearsCable Industry Leadership Experience 10General Management Experience 10Sales Call Center Experience 10Call Center Leadership Experience 6WORKING CONDITIONSOffice environmentTravel as required XSA155 298114 298114BR

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

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