About this role
Job Summary
Looking to lead a high-performing team focused on enhancing sales efficiency and customer satisfaction? As Manager of Spectrum’s Digital Sales Support Team, you will oversee sales activities, optimize operational processes and collaborate across departments to achieve key business objectives. Your work will directly influence customer experience and drive operational success across the organization.
Responsibilities
How You’ll Make an Impact
- Guide pre- and post-sales activities to ensure accurate order entry, seamless completion and precise billing for Spectrum’s customers
- Collaborate with sales partners and act as liaison between Online Sales, Digital Partners, Field Operations and other departments to meet support expectations
- Oversee daily operations of Supervisors and Digital Sales Support Specialists, ensuring adherence to defined methods, policies and productivity metrics
- Drive performance and compliance through goal setting, coaching, monitoring performance trends and preparing departmental tactics
- Coordinate with technical resources to maintain hardware and software availability and recommend solutions to eliminate single points of system failure
- Review and validate technical systems, applications and procedures to guarantee optimal functionality and standardization across Digital Sales Support
- Compile, interpret and analyze complex data to develop actionable recommendations for improving order entry and operational processes
Working Conditions
- Office-based position with occasional travel and a five-day schedule that includes one weekend day
Qualifications
What You'll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in business or related field or equivalent experience
Experience
- 3+ years of call center management experience
Skills
- Ability to read, write, speak and understand English
- Demonstrated leadership across functional groups
- Proficient in process design, documentation, project management and meeting deadlines
- Strong communication and influencing abilities
- Effective at building relationships at all organizational levels
- Skilled in presentations and independent problem-solving
- Comprehensive understanding of call center and sales department operations
- Analytical ability with complex spreadsheets and databases
- Knowledge of industry best practices
- Proficient in CSG billing systems, internal databases and MS Word, Excel, PowerPoint, Visio and Access
Preferred Qualifications
Education
- 2+ years post high school education preferred
Experience
- 5+ years of call center management experience preferred
Skills
- Skilled in positive influence and persuasion
- Capable of working independently or with minimal direction
- Strong communication and presentation abilities
- Effective at planning, prioritizing and organizing tasks