Supervisor, SMB Telesales
Posted on: January 16, 2022
The Spectrum SMB Telesales Supervisor will oversee a team of
Outbound Telesales Representatives dedicated to servicing Spectrum
Business ' existing customers and new business acquisition
prospects. 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 Business Customers. The Supervisor, SMB Telesales
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). A successful Telesales Supervisor will
effectively lead a team that regularly exceeds assigned sales quota
objectives and builds/maintains a strong customer experience. The
Telesales Supervisor will provide leadership to their team that
allows for achievement of desired sales objectives, operational
enhancements, process compliance and collaboration within their
team and across the sales channel.
MAJOR DUTIES AND RESPONSIBILITIES
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 a team of Telesales Representatives to
increase productivity and maintain sales goals.
Set goals and objectives for the assigned Telesales
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.
Motivate 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, and escalation resolution and performance issues.
Effectively utilize operational processes, data, reports and
programs to maximize department, campaign and individual
Ensure continuous individual and team competence by providing
optimum selection, training, development, appraisal and motivation
techniques and tools.
Generate sustained incremental sales through problem identification
and increasing Telesales Representative Development
Oversee the implementation of new products, campaigns and
Exercise multi-tasking skills when volume and workload exceed
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 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.
Skills/Abilities and Knowledge
Ability to lead and motivate a high
performing sales team while providing the best solutions for
Spectrum Business customers.Ability to work independently; highly
motivated and detail-oriented.Excellent analytical,
decision-making, and problem solving skillsAbility to communicate
orally and in writing in a clear, straightforward and professional
manner.Ability to prioritize multiple projects and tasks and meet
tight deadlines.Strong decision making and ability work
collaboratively with others Knowledge of commercial Internet, video
and data and telephone products and servicesAdaptable to flexible
schedules based on business needsFamiliarity with ICOMS, CSG,
ATLAS, Salesforce and/or other call tracking software is a
plusAbility to use a personal computer and demonstrate proficiency
with software applications including Word, Excel, PowerPoint,
Visio, Outlook, etc. for the purposes of communicating, data
analysis, and reporting.Education
Bachelor's degree in Marketing, Business, related field or
Related Work Experience
Experience with customer interaction
in a business-to-business environment.Experience with processes in
a call center sales environment including dispatch, field, and back
office.2+ years of sales experience in an MSO or telecommunications
Industry2+ year of management experience (Can be supplemented with
College Degree)WORKING CONDITIONS
Office work environment where employee may need to be seated for
long periods of time while using a telephone headset and
Exposure to moderate noise levels STM530 299120 299120BR
Keywords: SPECTRUM, Charlotte , Supervisor, SMB Telesales, Other , Charlotte, North Carolina
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