VP, Inbound Sales

JOB SUMMARY

The VP, Inbound Sales is responsible for leading the Inbound Sales Call Center, driving all activities that contribute to the acquisition of customers and enhancing the customer experience. Coordinate the center's sales, quality, workforce management, IT, training delivery, and operational functions. Work with business unit leaders to evolve the long-term business strategy, consistent with organizational and corporate goals and objectives.

HOW THE VP, INBOUND SALES MAKES AN IMPACT

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Develop and implement sales strategies and best practices to achieve and/or surpass product and customer acquisition.
• Drive the attainment of key performance indicators including service level, quality, sales, revenue, productivity/efficiency, reliability, and attrition objectives.
• Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.
• Oversee processes and procedures, work order accuracy, quality, and adjustments; ensure a high level of customer satisfaction and an optimal customer experience.
• Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements.
• Partnering with Marketing--Design, test, lead and manage the implementation and analysis of pricing and programs, offers that will improve overall churn.
• Oversee employee evaluation, development and performance management processes.
• Ensure effective and impactful delivery of training to front line customer facing employees.
• Foster a culture of consistency, accountability and continuous improvement.
• Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.
• Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area.
• Analyze performance data to drive improvements through methods, procedures and enhancements.
• Drive strategy initiatives and oversee internal team/stakeholder participation.
• Identify future needs within the marketplace and qualify opportunities for new offerings based on fact-based, market-driven insights and analyses.
• Establish and enhance metrics for measuring the performance of initiatives.
• Translate corporate strategies and priorities into short- and mid-term objectives for the function.
• Perform other related duties, as assigned.

REQUIRED QUALIFICATIONS

• Ability to read, write, speak and understand English
• Strong customer focus and proven customer advocacy
• Knowledge of key elements that comprise the end-to-end customer experience
• Ability to communicate orally and in writing, in a clear and straightforward manner
• Ability to define key performance indicators/metrics
• Ability to document, prepare and present data-driven presentations
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Proven track record of developing staff and maintaining a high standard of employee relations
• Ability to use personal computer and software
• Knowledge of broadband products and services
• Strong business planning and forecasting skills
• Strong analytic, organizational, and problem solving skills
• Ability to focus on overall strategy of the region
• Strong team and relationship building skills
• Ability to effectively manage large and complex projects
• Ability to align systems, programs, and people with the company strategy and culture
• Strong leadership ability
• Ability to serve as a visionary and think strategically
• Ability to lead large change initiatives
• Ability to foster teamwork and build a strong culture of collaboration

REQUIRED EDUCATION

• Bachelor's degree

PREFERRED EDUCATION

• Master's degree

REQUIRED RELATED WORK EXPERIENCE AND NUMBER OF YEARS

• Sales, Retention and Customer Care experience - 12 Years
• Leadership experience - 10 Years

PREFERRED RELATED WORK EXPERIENCE AND NUMBER OF YEARS

• Internet and Mobile industry sales experience
• Bilingual in English and Spanish

WORKING CONDITIONS

• Office environment

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