Director, Sales Call Center Strategy

Atlanta, Georgia
Nov 04, 2019
Account Management
Metro Area
Full Time
This position is responsible for the overall strategic direction and management of Call Center Sales strategy and programs for Cox Call Center organization. Directly responsible for developing plans that have a direct contribution to the company’s acquisition and retention annual goals, more specifically achieving revenue and customer relationship targets.   Focus areas would include: Call planning and workforce forecasting, IVR / routing strategies, development of plans that maximize customer interactions based on unique life style, integration planning for new products or key initiatives, and establishing real-time feedback loops with Execution team leadership .  
This position has direct reporting responsibility and therefore, is responsible for the development and management of individual employees as well as cross functional employee communication and cooperation as needed.
Main Responsibilities:
Develop and implement reactive inbound sales and retention strategies for the call center; additional strategic guidance for Outbound Sales and Service 2 Sales / CareAccountability to developing plans for IB Sales that enable the execution team to maximize sales close rates, revenue, manage average handle time, lifetime value of customers, quality and financial metrics.Accountability for company churn & process including: competitive and controllable via Retention Call Centers Manage essential processes and procedures for program, including quality procedures, call flows, knowledgebase, routing, transfer, IVR and scripting.Develop and executing on testing strategies to improve program effectivenessDevelop call center IVR and routing strategies to maximize results & customer satisfaction.Provides leadership and direction to center and field call center teams. Assist in budget development and long-term strategic planning. Contribution to overall call center forecasts with finance and development of a driver based modelSupport the quota process that ensures we maintain consistent target attainment which aligns with budget in the sales area of all customers who make contact via phoneDevelop or request appropriate reporting information to manage all metrics. Analyze, monitor and report on key trendsDeliver weekly/monthly monitoring and reporting of initiatives /performance to drive strategic performance improvement Cross functional involvement with marketing and product to drive strategic offers and programsEvaluate and present findings in a manner that will facilitate management's understanding of the results and drive results. Take the lead role in guiding projects to point it is handed off to operations and/or execution teamDrives alignment and consistency in people practices, management activities, and customer service delivery in an effort to achieve goals. Develops and implements standard policies and procedures for Retention Call Centers to practices. Analyzes market trends; coordinates and communicates with others to determine appropriate responses. Establishes and leverages strong partnerships with key departments and internal/external customers Motivates and coaches staff to achieve department and company goals Disseminates company goals and direction to Sales/Retention Field Team as well as corporate. Responsible for CRM and Tool strategy, design for Inbound & Retention Call Centers.In coordination with the compensation team develop and deploy a standard compensation plan & continue to optimize for Retention Call Center. Perform other related duties as required or assignedQualifications:Bachelor's degree required, MBA strongly preferredMinimum of 8 year’s experience in a Call Center (Care / Sales / Retention) environment is required Minimum of 8 years of management experience in a sales discipline is required Proven experience in developing and executing successful programs/initiatives that support and drive business strategy at the enterprise level. Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities Excellent interpersonal skills with the ability to assist in building strong team dynamics and work with complex cross-functional teams Ability to manage and interface with call center field management at multiple levels in the organization Knowledge of advanced technology preferred Candidate must have keen business acumen plus the ability to function as a critical member of the center management team. Ability to work closely with a diverse group of individuals of various functional disciplines. Big-picture thinking and experience in a dynamic, high-growth environment. Must possess excellent creative, analytical, organizational, verbal and written communication skills. Build, manage and lead a high performing team with a strong sense for considering customer needs, incorporating company goals into group initiatives. Strong people manager who can lead, inspire, and direct the activities of people within and outside the organization. Ensure high performance by clearly defining team member responsibilities, empowering team members to fulfill their responsibilities and supporting their efforts to do so, tracking progress and providing feedback, and holding team members responsible/accountable for meeting agreed-upon goals.Strong communication skills to ensure alignment with field operations and corporate Call Center StrategyData analysis and PC skills required; experience with MS Office products requiredUnderstanding of call center workforce management and call center routing technologies Highly developed ability to manage multiple projects and balance priorities in a fast passed competitive market environmentTravel:  Up to 25% and position based in Atlanta, GA

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.

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