Manager Inbound Sales

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We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary

• Responsible for managing daily operations of inbound sales centers which handle sales for all corps throughout C&C. The three inbound centers are responsible for 75%+ of residential cable, digital, OOL, and OV sales for CVC. Managers primary role is to plan, forecast, analyze and execute tactics to support the sales objectives. These include staffing centers properly during all hours of operation, ensuring staff is fully trained and coached to achieve optimal results, tracking and enforcing all productivity and sales standards, ensuring reps have proper tools and information to perform their jobs, ensuring the integrity of all inbound sales transactions. Manager is also responsible for communicating and working with other departments to accomplish all sales objectives. The following departments will have close working relationships to the inbound sales managers: HR, Sales Strategy, Field Operations, Dispatch, Walk IN, B&C, M&A, Customer Service. Manager is responsible for all center expenses including payroll. Must approve all commission reports monthly and decide on any manual adjustments. Must approve all call center expenditures. Manager is responsible for all inbound sales goals and to motivate and support the staff to achieve these goals. Managers have Sales Supervisors, Sales Mentors and Reports Coordinators as Direct Reports. Manager may have as many as 10 direct reports to support the inbound call centers initiatives.

Responsibilities

• Analyze and act on staffing requirements. Manager must keep call center adequately staffed at all times to achieve an average speed of answer of 30 secs, Manager responsible for scheduling staff to call volume flows, ensuring personnel reqs are approved and submitted, work with HR and recruiting to interview and hire candidates, work with training to schedule new hire classes, work with supervisors to ensure agent productivity meets standards.
• Coach Supervisors to ensure all sales goals are achieved. Manager will work closely with Sales Supervisors to ensure all reps are trained, understand current campaigns, know all order entry procedures, are productive, etc. Manager will monitor calls with Supervisors to calibrate the quality standards of the department. Review sales reports to track rep and departments improvements.
• Analyze QC reports and take steps to ensure the integrity of the sale. Manager will analyze all QC reports and work with Supervisors to ensure sales integrity. Manager will ensure reports are an accurate indicator of errors. They will then work with supervisors, to train, coach, and discipline reps to eliminate all errors.
  • 4. Communicate and ensure sales direction is followed. Managers will ensure his entire staff is adhering to the direction set by senior sales management concerning sales techniques, sales offers, new product launches etc.
• Communicate with Directors of Dispatch and Field Operations to ensure all sales are followed through to completion. Will discuss and resolve any order entry concerns, quota issues or field issues to ensure a satisfactory customer experience and complete installation
• Communicate with Call Center Directors to ensure proper call flow handling. Ensure sales to sales and service to service flows are being adhered to by identifying any issues and reporting to call center directors. Act on feedback from directors of Customer service.
• Act on all employee issues with Human Resource Managers. Managers must submit all termination requests and justify reasons for termination. Work closely with HR to proactively review any possible employee concerns.
• Analyze and pursue improvements to sales center operations. Work closely with operations manager to ensure all policies and procedures are adhered to and standard C&C wide, ensure all reps have adequate tools to perform their jobs, recommend changes to improve operations.
• Analyze and pursue improvements to sales center operations. Work closely with operations manager to ensure all policies and procedures are adhered to and standard C&C wide, ensure all reps have adequate tools to perform their jobs, recommend changes to improve operations.

Qualifications

• Management Skills
  • Strong Leadership Skills
  • Communication Skills
  • Analytical Skillsd) Leadership ability to lead across functional groupse) Motivational Skills
• Technical/Functional Competencies
  • Ability to analyze phone reports and develop staffing requirements. ACD phone reporting competencies
  • Order Entry Competencies. Ability to analyze order entry problems and creatively determine solutions.
  • Ability to develop call center plans. Focus staffing on call volume trends, manage holiday staffing, training requirements, etc.
  • Provide input on call center budgets and forecasts
• Key Experiences/Achievements
  • 5 years experience supervising or managing sales or customer service call centers
  • Proven track record in achieving sales foals
  • Experience in call center staffing
  • Proven ability to motivate a large staff.

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $58,738.00 - $96,499.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty