Supervisor Commercial Retention

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
Manage Commercial Retention sales representatives, building and motivating the team through monitoring, coaching and incentives, to achieve daily, weekly, and quarterly targets. In addition to delivering feedback to management, marketing, and sales operations regarding call volume and process improvements.
Responsibilities

• Supervise and manage performance, attendance, behavioral and training requirements for a team of Retention sales representatives.
• Train and coach team members to use the Consultative Sales method as well as proprietary methodologies- offering Commercial customers product solutions that will help their business thrive.
• Facilitate training on new offers as well as supplemental training for B2B product launches.
• Ensure that representatives have the tools necessary to complete their work and escalate issues as they arise.
• Ensure that representatives are adhering to all process, policies, and procedures, as well as making every attempt to close a save.
• Leverage call and chat reviews to develop the sales, product, and Retention skills of each team member.
• Create motivational team incentives to drive performance.
• Regularly report on Team and individual results based on B2B organization's key success metrics.
• Identify behaviors of high performing representatives and train others in like behaviors.

Essential Functions

• Communicate goals and ensure understanding of expectations.
• Manage Retention sales performance by conducting daily reviews of various reporting metrics, as well as live and recorded calls to coach representatives for improvement.
• Work with Manager to develop plan of action for underperforming representatives, implement new strategies, administer corrective action and discuss all pertinent performance- impacting concerns.

Qualifications

• High School Diploma
• Excellent Knowledge of Telephone Sales
• Proven success in a sales role

Preferred Experience

• Bachelor Degree or equivalent experience required
• 3+ years' successful supervisory or management experience with heavy emphasis on team development in a sales environment preferred
• 2+ years' call center experience preferred
• Strong understanding of call and chat methodology and coaching techniques associated with each element
• Ability to drive staff performance improvement through effective application of coaching and development techniques
• Understanding of chat and inbound calling techniques and selling methodologies with an emphasis on consultative sales
• Skilled at handling human interactions in a positive manner
• Excellent written and verbal communication skills
• Public speaking and presentation techniques/experience preferred
• Prior experience with computers required; experience with Windows, Word, and Excel preferred

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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Nearest Major Market: Tyler