Supervisor, Inbound Sales Job

Posting Job Title:Supervisor, Inbound Sales
Requisition #: 164666BR
Posting Location: Columbus, OH, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Time Warner Cable ' s Sales Department currently seeks a full time Inbound Sales Supervisor. Please find a brief description of the essential duties and responsibilities required to function successfully in this position below.

Position Summary: To supervise, coach, monitor, develop and motivate the Inbound Sales team to achieve departmental sales goals and objectives; provide leadership necessary to deliver excellent service to internal and external customers.

Essential Job Functions:
Motivates and supervises an inbound sales team of approximately 10-16 inbound sales agents
Monitors agents using prerecorded call monitoring system and side by side live monitoring to ensure agents are maintaining quality calls that provide a good customer experience, sales approach, and problem resolution proficiency
Coaches agents by providing feedback from monitoring and data analysis using transformational coaching skills
Exceeds sales performance goals, team productivity adherence percentages, work order integrity error rates, and minimum required monitoring scores
Tracks performance and results by generating reports
Measures and quantifies performance and provides timely feedback
Ensures sales reps are accountable to Time Warner Cable methods, procedures, and policies
Holds weekly team meetings to encourage team participation and foster productive learning environments
Acts upon department personnel issues including hiring, timely performance reviews, counseling and progressive disciplinary actions as needed
Assists with recruiting, selection, training, development, and appraisal of inbound sales professionals
Continually works with management to improve processes, procedures, and work environment Initiates and coordinates activities and incentives to generate and maintain motivation and enthusiasm
Completes other duties as assigned

Job Requirements:
Excellent customer sales and service skills
Excellent written, verbal and presentation communication skills
Strong interpersonal skills including excellent time management, listening and people skills
Strong leadership skills, including the ability to lead by example and maintain professional customer sales skills at all times
Solid organizational skills
Ability to continuously learn and retain knowledge of new services and promotions being offered by the company
Intermediate to advanced PC skills with a strong understanding of the MS Office suite, especially MS Excel
Ability to learn and execute marketing/selling techniques
Understanding and adherence to all company and department policies and procedures
Effectively execute conflict resolution techniques
Work in a fast-paced, highly demanding and high stress work environment
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Ability to maintain a positive, enthusiastic attitude, sound judgment, as well as good problem solving and decision making ability
Ability to multitask
Type 40-45 wpm
Knowledge of CSG & ICOMS Preferred
Flexibility to work between 8:00 am and 10:00 pm, including weekends and holidays

Education:
Bachelor’s degree preferred
All other levels of education will be considered in relation to experience

Experience: A minimum of two years leadership experience is preferred
A minimum of three to five years of demonstrated success in a call center preferred
Experience in a high-volume call center and/or inbound sales environment, preferred
Experience in a telecom or cable/broadband field, preferred
Bi-Lingual (English/Spanish) a plus

#LI-BS1 TWCCB

FCC Unit_TWC: 0534
Controlling Establishment ID: 00026 - Columbus Olentangy River Rd

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status