The purpose of the, Spectrum Inbound Sales Supervisor ? Voice is
to provide leadership to the Inbound (Inside) Residential Sales
Essential Job Functions: Motivate, coach, lead and supervise an
Inbound (Inside) Sales team of approximately 10-16 agents.
Exceed sales performance goals, team productivity adherence
percentages, work order integrity error rates, and minimum required
Report generation and analysis.
Become an expert and educate team members on company products
and promotions as well as competitive products and promotions.
Monitor agents using pre-recorded call monitoring system and
side by side live monitoring to ensure agents are maintaining
quality calls that provide a good customer experience, sales
approach, and problem resolution proficiency.
Coach agents by providing feedback from monitoring and data
analysis using transformational coaching skills.
Ensure representatives are accountable to Spectrum methods,
procedures, and policies.
Hold weekly team meetings to encourage team participation and
foster productive learning environments.
Assist with recruiting, selection, training, development, and
appraisal of inbound sales professionals.
Continually work with management to improve processes,
procedures, and work environment.
Other duties as assigned.
Job Requirements: Excellent customer service and sales skills
Ability to continuously learn and retain knowledge of new
services and promotions being offered by the company.
Must demonstrate intermediate to advanced PC skills with a
strong understanding of the MS Office suite, especially MS
Ability to learn and execute marketing/selling techniques.
Requires strong interpersonal skills including excellent time
management, listening and people skills.
Understands and adheres to all company and department policies
Ability to effectively execute conflict resolution
Ability to exercise good judgment, aligned with company policies
Ability to multitask.
Basic knowledge of mathematics.
Familiarity with applicable local, state and federal
Education: Bachelor's degree (B. A.) from four-year college or
university or equivalent combination of education and experience,
High school diploma or general education degree (GED),
Experience: Minimum of 2 years leadership experience
Experience in a high-volume call center and/or inbound sales
environment a plus.
Experience in a telecom or cable/broadband a plus.
Supervisor: Plans, staffs, evaluates and directs work of
employees of a work unit.