JOB SUMMARY
Manage, coach and develop teams of sales support staff that provide pre- and post-sale support to sales representatives in the Spectrum Community Solutions organization. Collaborate with sales operations leaders to ensure understanding and adherence of business rules and policies. Ensure adherence to Charter policies and processes, correct utilization of tools and systems, and accurate and complete information is captured and reflected in contracts and sales orders. Recommend changes to policies and establish procedures that affect Sales Operations. Ensure accuracy, speed and volume performance goals are met.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience and attain revenue goals. Serve as main point of contact for Sales operations escalations, responsible for researching and recommending solutions to escalations. Serve as primary point of contact and subject matter expert for assigned responsibilities. Collaborate with sales leadership to ensure understanding of and compliance with sales policies and procedures. Identify and develop ways to enhance day to day sales support. Collaborate with sales and service delivery teams to review and provide recommendations for process improvements. Recruit, hire, train and manage Sales Operations Specialists. Guide and direct their hiring and personnel management practices. Manage team activities and implement team schedules. Manage team schedule adherence. Design and manage internal control procedures. Review and assess team performance. Develop and implement action plans to improve performance.
Manage a portfolio of special projects, including data gathering, analysis, planning, implementation, and post-implementation impact assessment. Take into account the impact of decisions on other departments. Assist with business plans and strategies. Perform other duties as requested.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge:
Ability to read, write, speak and understand English Ability to work independently Demonstrated judgment, initiative and sense of urgency to accomplish job duties Ability to prioritize, organize and handle multiple projects and tasks simultaneously, while working calmly, quickly and accurately in a fast-paced environment with multiple, sometimes shifting priorities Demonstrated ability to organize, direct and perform high-level supervisory duties in a manner conducive to full performance and high morale Effective team player with proven ability to collaborate cross-functionally across organizations, disciplines, and geographies to accomplish business goals while achieving project deliverables against budget and milestones Demonstrated understanding of community-building with establishing and maintaining productive, mutually-beneficial relationships Demonstrated ability to manage multiple initiatives simultaneously and independently, from ideation through development and release Ability to make decisions and solve problems collaboratively while working under pressure Ability to think creatively and to develop out-of-the box solutions Proficiency with personal computer and software applications, such as Microsoft Word, Excel, PowerPoint, Visio, Project Advanced knowledge of sales tools, CRM platforms and billing systems, and other related software (e.g., SalesForce, Siebel, CSG, Oracle) Demonstrated in-depth knowledge and understanding of interrelationships and dependencies of sales, sales operations, service delivery, field operations and customer service supporting both coax- and fiber-based services Knowledge and understanding of legal, regulatory, finance, and audit functions Knowledge and understanding of sales and marketing strategies
Required Education:
Bachelor's Degree in related field or equivalent combination of education and work experience
Required Related Work Experience and Number of Years:
Operations experience - 5 Project management experience - 3 Management experience - 2
PREFERRED QUALIFICATIONS
Preferred Related Work Experience and Number of Years:
Supervisory or leadership experience - 2
WORKING CONDITIONS
Office environment
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
#LI-MC2
SOP415 338329 338329BR