About this role
Job Summary
Lead a team of Residential Inbound Sales Supervisors to drive sales, revenue, and performance in a fast-paced call center environment. As a Manager, Residential Inbound Sales at Spectrum, you’ll ensure consistent execution of inbound sales strategy through coaching and performance management, delivering a compliant and positive customer experience that supports business goals.
Responsibilities
How You’ll Make an Impact
- Lead and support Supervisors to simplify and enhance the customer experience by reinforcing service standards, monitoring team results, and addressing systemic issues that affect satisfaction and compliance
- Provide professional, motivated leadership and hands-on sales coaching to develop Supervisors and frontline teams in a dynamic call center sales environment
- Motivate Supervisors to guide their teams to meet or exceed established sales and revenue targets and execute established sales strategies and best practices
- Drive attainment of key performance indicators such as service levels, quality, sales, revenue, productivity, reliability and attrition by monitoring performance, removing barriers, and holding leaders accountable
- Manage departmental expenditures within assigned budget guidelines and provide input into the budget process for call center sales operations
- Oversee consistent application of processes and procedures to ensure work order accuracy, quality and adjustments
- Partner with Marketing and Training to activate campaigns, deliver effective frontline training, evaluate pricing and offers, and provide performance feedback to optimize results
Working Conditions
- Office environment
- Ability to work variable hours, including weekends
Qualifications
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s Degree or equivalent
Experience
- 5+ years of call center management experience
- 1 year of call center sales management experience
Skills
- Knowledge of cable / telecommunications products and services
- Proficient with computer software applications such as Microsoft Office
- Ability to make decisions and solve problems while working under pressure
- Ability to multitask, prioritize and organize effectively
- Effective written and verbal communication skills with employees and customers