Supervisor COE Sales Operations

Location
Chesapeake, Virginia
Salary
competitive
Posted
Nov 18, 2019
Metro Area
Other
Duration
Full Time

Responsible for the day-to-day operations of a Center of Excellence (COE) call center for sales support where customer influence and follow-up is critical to providing a quality customer experience. The key performance indicators are: order completion rate, up sell rate, and interval to complete. Supervises up sells, mining up sells using Cox.Com and 3rd party affiliates, Lifeline and Connect to complete customer orders and maximize revenue.


MAJOR TASKS

 

  • Supervises day-to-day operations of the COE to ensure the customer support team has proper communications and workflow to ensure a quality customer experience.
  • Leads and motivates team to ensure all areas of performance including report accuracy, productivity,
    schedule adherence and attendance are met to ensure work is completed accurately and timely
  • Supervises order completion,
    customer follow-ups, referral and affinity program leads, employee account changes, drop ship, LifeLine, etc.
  • Handles customer escalations,
    answers support team questions and resolve/address/make decisions regarding process and system issues.
  • Establishes and maintains
    cross-functional relationships to ensure internal and external customer satisfaction.
  • Partners with other support
    departments to ensure quality service orientated interactions on support or related technical issues.
  • Ensures policies and procedures
    are followed to maximize customer sales experience and maintain
    standardization of order entry process are to maintain efficiencies.
  • Ensures sales compliance to
    company policies, including but not limited to credit scoring and internal bad debt screening
  • Coordinates training of new
    hires as well as ongoing training and/or materials to existing sales
    support team to develop and improve skills and performance.
  • Monitors quality of work output of the support team.
  • May interact directly with
    sales channel clients to provide order completion support and maximize revenue and quota.
  • Ensures compliance with all
    Center policies.

Qualifications:

Required

  • 3 or more years of related
    experience (Sales Operations, Sales, Marketing)
  • 2 or more years of operational,
    reporting, outbound dialer experience, and Client Services experience
  • Strong knowledge of MS Office
    applications, i.e. Word, PowerPoint, Excel, Outlook
  • Excellent verbal and written communications
    skills, quantitative, analytical, and conceptual thinking skills, detail
    oriented, customer focus, leadership, coaching, and collaborative skills
    to work effectively with teams inside and outside the organization
  • Available to work flexible schedules,
    including rotating on-call positions
  •  

    Preferred
  • BS/BA degree in related
    discipline strongly preferred
  • 2+ years of experience in a
    management role preferred
  • Experience in
    telecommunications industry
  • #LI-333

     

     

    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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