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Supervisor, Residential Telesales

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The Telesales, Residential Supervisor will oversee an Outbound sales team of telesales representatives dedicated to servicing Charter's existing Residential customers and new business acquisition prospects. A successful Telesales Supervisor will be able to effectively lead their team to regularly exceed the sales quota objectives, assigned to the sales team and build/maintain a strong customer experience. A successful candidate will achieve all desired objectives through continuous operational enhancement, attentiveness to their team that drives performance and processes adherence, and collaboration with other teams.
Primary duties include effectively managing sales efforts for adding new customer acquisitions, bundling company products, and adding additional primary service units (PSUs) to existing Spectrum Residential Customers. The Telesales Supervisor is responsible for the coaching and development of Telesales Representatives and maintaining all aspects of the outbound telemarketing operating structure, specifically leading their team towards achieving sales quotas and increasing base customer Primary Service Units (PSUs).
Actively and consistently support all efforts to simplify and enhance the customer experience.
Develop outbound lead strategy to optimize and maximize contacts to drive sales with strong list yield.
Actively and consistently support efforts to simplify and enhance the customer experience.
Coach, train, and lead your team of Telesales representatives to increase productivity and maintain sales goals. Set goals and objectives for the assigned to Telesales Representatives. Identify and implement ways to increase productivity and performance for the Telesales representatives.
Ensure Telesales Representatives are sufficiently trained in the necessary functions and products in order to guarantee all work is completed accurately and in a timely manner
Work with management to track and improve representative and lead performance as it pertains to sales quotas, and retention of the assigned base of customers
Responsible for motivating the assigned Telesales Reps to be accountable for exceeding individual and team sell-in, adherence, quality, and customer service established goals
Design and implement department programs to motivate and recognize employees on a daily basis.
Support recruitment and training efforts to develop and retain a strong sales force.
Effectively manage day to day attendance tracking, policy adherence, escalation resolution, and performance issues.
Effectively utilize operational processes, data, reports, and programs to maximize department, campaign, and individual results.
Ensure competence and continuity of qualified team representatives by aiding in optimum selection, training, development, appraisal, and motivation techniques and tools.
Generate sustained incremental sales through problem identification and increasing sales representative development.
Oversee the implementation of new products, campaigns, and technologies.
Exercise multi-tasking skills when volume and workload exceeds expectations.
Interface with other departments through written and verbal communication to identify and implement process improvements.
Serve as back up for the Outbound Dialer and become subject matter expert as its use for a CRM to help close performance gaps
Handle escalations as required within a 24 hour SLA and sooner if required by management
Perform other duties as required.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to lead, unite and motivate the team, providing the best solutions for Spectrum Business customers.
Knowledge of commercial Internet, video and data and telephone products and services
Adaptable to flexible schedules based on business needs
Required Education
Bachelor's degree in Marketing, Business, related field or equivalent experience.
Required Related Work Experience and Number of Years
Sales and Customer Service experience in a MSO or Telecommunications Industry - 2+
Management Experience - 2+
Experience with customer interaction in a business-to-business environment.
Experience with processes in a sales and customer service environment including call center, dispatch, field, and back office.
Preferred Skills/Abilities and Knowledge
Familiarity with ICOMS, Salesforce or other call tracking software is a plus STM401 335290 335290BR

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What are Spectrum Perks + Benefits

Spectrum Benefits Overview

At Spectrum, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive compensation and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

• Paid, on-the-job training and significant opportunities for advancement
• Earn an associate degree, bachelor’s degree or professional certificate tuition-free through our partnership with Guild
• High quality and affordable health care coverage for all employees and their family members
• Spectrum has absorbed the full cost increase for medical, dental and vision for the last 10 years, keeping employee costs flat
• Paid time off including vacation, sick time, personal days and holidays
• 401(k) with 100% match up to 6% of pay plus an additional 3% company contribution to a Retirement Accumulation Plan
• Free and discounted Spectrum services and deep discounts on Spectrum MobileTM regardless of where you live

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Employee resource groups
Employee-led culture committees
In-person all-hands meetings
In-person revenue kickoff
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
With our business resource groups, we welcome you to be part of a strong community that gives you opportunities to network, develop and grow your career.
Hiring practices that promote diversity
We aim to foster an inclusive culture and workplace where every person feels empowered. No matter your background, identity or beliefs, we welcome you to explore a career with us.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Spectrum offers discounts at specified per location daycares.
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Onsite office parking
Spectrum employees have plenty of on-site parking options including lots and a garage.
Recreational clubs
Relocation assistance
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
We believe mentoring plays a vital role in career growth. We're proud of our mentorship program here at Spectrum.
Continuing education stipend
Online course subscriptions available
Personal development training

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