Description :
Job Purpose
This position reports to the Senior Operations Manager ? Customer Care and is responsible for managing a critical interface as the primary customer contact organization for our General Market's residential and business customer base. This position manages a team of 12-17 Sales Consultants/Senior Sales Consultants, and is accountable for ensuring that their team meets and exceeds goals in sales, productivity and quality.
Attendance is required in this position.
Essential Functions
Coaching and Development (55%):
Meet and/or exceed corporate and departmental revenue commitments by coaching to sales skills.
Provide continuous skill development through individual coaching and/or group training efforts.
Conduct extensive call observations to identify areas for individual improvement.
Ensure that sales consultants have the necessary tools and/or training to offer appropriate solutions to customer inquiries in a professional, accurate, and expeditious manner.
Create and implement performance improvement plans/progress reports so that corporate and departmental goals are achieved.
Complete timely and accurate performance appraisals for each direct report.
Develop and implement incentive plans geared toward attainment of operational metrics.
Analyze data from the following sources: scorecard, CIW (Customer Information Warehouse), CMS (Call Management System), GEO (call dispositions), and various departmental reports/databases to evaluate employee performance.
Managing Results (25%):
Conduct weekly team meetings, according to CIM (continuous improvement meeting) guidelines, with direct reports to share performance data and best practices.
Coach and motivate consultants to achieve operational goals based on a balanced scorecard and to provide exceptional customer care for the General Market's customer base.
Participate in the analysis, development, trial, recommendation, and implementation of new practices and procedures, including the introduction of new services, order procedures, system solutions, and bridging and benefit statements.
Establish and maintain an excellent working relationship with other work groups within and across processes to ensure a highly focused effort by our company to support our General Market's customer base.
Customer Contact (15%):
Handle Escalations, trouble shoot to directly or indirectly resolve customer issues.
Ensure that customer requests are met in a timely and accurate manner in accordance with customer commitments.
Administrative (5%)
Responsible for supporting staffing efficiencies through monitoring of daily compliance statistics.
Responsible for the timely administration of Corporate Attendance and Punctuality Guidelines and administration of discipline when required.
Responsible for approving payroll for direct reports.
Education
Four years of College resulting in a Bachelor's Degree or equivalent
Experience / Background
3 to 5 years
Previous Job Experience
Sales Management experience
Supervisory experience required, preferably in a call center environment.
Demonstrated coaching abilities including providing feedback and creating performance improvement plans
Demonstrated analytical and problem-solving skills
Project Management experience
Special Knowledge / Skills / Abilities
Excellent customer contact and selling skills.
Strong written/oral communication, negotiation and interpersonal skills
Proven leadership, coaching and team-building skills
Strong personal computer skills, such as proficiency in word processing and spreadsheet programs
Understanding of financial and statistical methodologies and measurements
Critical thinking and problem solving skills, including analyzing alternatives quickly and acting appropriately under pressure to provide excellent customer service
Knowledge of Cincinnati Bell's products and company support systems used for ordering, billing, and tracking account history.
Working knowledge of technology supporting a call center operation, in the areas of call management and scheduling
Supervisory Responsibilities
Supervises nonexempt employee(s)
All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, disability, place of birth or marital status.