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Hours Full-time, Part-time
Location Atlanta, GA
Atlanta, Georgia

About this job

Description

Role Summary

The Sales Chat Operations Manager is responsible for the management of Cox Residential Sales Chat program (labor and software). This individual will have primary accountably for leading daily operations of the Cox.com sales chat program. They will oversee the performance of the chat labor and software using the LivePerson reporting tools and internal Cox reporting systems. They will manage to monthly and annual Chat, PSU and Revenue targets. They will have daily communication with labor provider and software provider. They will gather feedback for these partners and work to implement this feedback to improve internal Cox processes. They will also build internal relationships with Product teams, Pricing team, the national training teams to insure the best customer interaction on Cox.com sale chat. They will develop and implement sales incentive programs at the individual rep level as well as overall program, as well as KPI and sales measurement programs. The right people will be passionate about both sales and operations.

Primary Responsibilities and Essential Functions

  • Develop & manage daily action item list for the sales chat channel and improvement opportunities
  • Review sales chat agent performance with chat vendor
  • Manage feedback from “front line” reps on customer interactions, promotional and sales, and systems flow.
  • Use vendor input, metrics and LivePerson Insight tool to report on key results, trends and identify opportunities
  • Plan and execute Cox Sales Chat reporting needs
  • Oversee the development Sales Chat canned responses
  • Update Cox sales and promotional matrix
  • Coordinate with Cox.com team regarding placement of proactive & reactive chat invites
  • Coordinate invoice handling
  • Coordinate with Cox field personnel as needed regarding chat and chat escalations
  • Collect and provide feedback from sales chat vendor regarding site experience issues to Cox.com team
  • Manage and maintain sales chat monthly results document

· Onsite visits to Sale Center –typically twice monthly or as needed

Qualifications
  • Seven or more years experience required in related field (i.e. Marketing, Retail, Client Relations, Business Development, etc.)
  • Five of more years of experience required if candidate possesses a related advanced degree.
  • Strong skills in written and oral communication
  • Strong interpersonal skills with the ability to relate at all levels
  • Ability to organize and manage multiple projects
  • Ability to travel 40% of the time
  • Experience with LivePerson software and reporting

Preferred

  • BS/BA in related discipline strongly desired (i.e. Marketing, Business, etc.)
  • 2 or more years of experience in a management role or leading cross functional projects preferred
Your Career At Cox


From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives.


Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces. We are always looking for talented professionals to join our team! Cox offers competitive salaries, an excellent benefits package (healthcare, pension, and 401k) and a best-in-class working environment.


Cox is an equal employment opportunity employer, disabled, protected veteran and a wholly owned subsidiary of Cox Enterprises. Learn more at: www.cox.com.


Statement to ALL Third Party Agencies and Similar Organizations: Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.


Organization : Cox Communications
Primary Location : US-GA-Atlanta-1400 Lake Hearn Dr
Employee Status : Regular
Job Level : Manager
Shift : Day Job -
Travel : Yes, 50 % of the Time
Schedule : Full-time
Unposting Date : Ongoing