Director Inbound Sales
Company: Altice Technical Services
Location: Plano
Posted on: May 13, 2022
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Job Description:
OverviewWe are Altice USA; a family of businesses that includes
Optimum, Suddenlink, Optimum Mobile, Optimum Business, A4
advertising, Cheddar, and News12. Our common goal is connecting our
customers to friends and family, shows they love, advertising that
resonates and news that matters. We're building a workforce that
thrives on collaboration, inclusion, and innovation. We hope
connecting you to a potential role is just the
beginning.ResponsibilitiesJob SummaryThe ideal person is an expert
in the Contact Center profession and has experience deploying and
improving business tools. This role focuses on providing excellent
customer support and KPI attainment through strategic management of
Inbound Sales Call Center Operations and BPO partners. Conduct
Contact Center assessments to identify opportunities to improve
performance, increase revenue and optimize operations. Leverage and
share best practices and work on process improvement opportunities
that provide standardization to increase operational
efficiency.Responsibilities: - Manage the performance of Inbound
Sales Call Centers KPIs and Staffing - Responsible for delivering
applications and processes to support our Sales contact centers and
establish proper inter-departmental cooperation with key
stakeholders - Work closely with the Vice President of Inbound
Sales to define the strategies, outline requirements, plan
implementations, measure the teams' results, and deliver on KPIs -
Build, manage, and lead a high-performing team to deliver the tools
and technologies required by the business - Collaborate with other
teams to leverage development across all supported business
functions - Ensure high performance by clearly defining team member
responsibilities, empowering team members to fulfill their
obligations and supporting their efforts to do so, tracking
progress and providing feedback, and holding team members
responsible for meeting agreed-upon goals - Establish quality
procedures and measures within the development team - Manage BPO
partners - Partner with the Workforce Management team on
requirements and short/long-range planning. - Other duties as
assignedEssential Functions - Ability to diplomatically handle
conflicts and facilitate cooperative team resolutions in a timely
manner - Ability to analyze the customer experience, identify
specific improvement OSAT opportunities, and work with Operations
and across functional groups on solutions that improve customer
satisfaction and customer loyalty - Ability to work across
management levels; Corporate, Regional, and Local functional
boundaries with both internal and external partners - Ability to
effectively manage a high-performing team - Ability to use a
calculator, PC, keyboard, fax, and other standard office
machinesQualificationsRequirements:
Keywords: Altice Technical Services, Plano , Director Inbound Sales, Sales , Plano, Texas
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