Job: Call Center Sales Manager

Jobing Description

Job Details

Call Center Sales Manager - Req. # : 3025

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Job Title

Call Center Sales Manager

Location

Woburn, MA* Woburn, MA, US 01801

Job Type

Full-time

Category

Operations

Travel

0

Education

Bachelors Degree

Job Description

SUMMARY:

The Call Center Sales Manager will be responsible for establishing both short and long term strategies for the call center including inbound customer service and outbound lead generation to impact sales of American Tower products and services. The incumbent will be motivated, driven, and collaborative and have a high level of enthusiasm to improve sales and customer service. The Call Center Sales Manager will lead a team of call center sales representatives in lead generation for targeted segments. This will include oversight of the renegotiation of leases on American Tower owned and managed sites that have expired or are going to expire in the near future and resolution of unlicensed equipment installations, as well as prospecting and building account relationships within a defined customer set and driving sales through the identification of key new business opportunities. The incumbent will oversee the Customer and Landlord Relations team in consistently offering the highest level of customer service to callers through the inbound hotline, level 1 issue resolution, qualifying customer leads and identifying ways to improve quality of the customer experience.

Job Requirements

ESSENTIAL FUNCTIONS:

* Establish both short-term and long-term strategies for the call center team, inbound and outbound, to meet present and future team objectives.
* Manage the lead generation function to deliver expected sales results by making outbound calls.
* Prospect and open new accounts and drive new business opportunities with customers in targeted verticals.
* Distribute verified opportunities to Sales representatives or address personally as required.
* Utilize creativity and out of the box thinking to pro-actively develop new ideas and/or creative marketing programs to stimulate customer interest and demand, resulting in new approaches to prospecting and lead generation.
* Develop lease rate proposals based on factors including customer installation requirements, proposed length of lease tem or extension, market demand and remaining tower capacity.
* Support team with negotiations with customers to ensure timely resolution and adherence to American Tower standards through familiarization with standard pricing and contractual terms.
* Manage pipeline to meet or exceed quarterly and annual goals set in advance; Accountability to accurate forecasting.
* Continuously review and take appropriate action to improve or highlight representative statistics, including: re-contracting success, outbound calls made, total sales and conversion rates.
* Collaborate with Area Sales teams regularly to discuss best practices, review negotiations which may impact current or future business handled by Area Sales and maximize opportunities.
* Coordinate with other departments within Operations to expeditiously process customer applications, review lease revision requests and follow project through to full execution.
* Monitor subset of telephone conversations that come in to Customer and Landlord Relations hotline to ensure high customer service standards among the team.
* Utilize call center metrics and reports to creatively identify ways to improve lead generation and sales performance.
* Continuously manage the performance and development of team through proper coaching, development, motivation, goal setting and general direction.

OTHER:

* Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

* Supervise and manage the performance of the Call Center Sales Representatives and Customer and Landlord Relations Specialists.
* Proactively identify and resolve personnel issues in conjunction with Human Resources
* Recruit, develop and retain staff, partnering with Sr. Management, Recruiting and Human Resources. This includes on-boarding and orientation for new hires.
* Provide disciplined performance management for team. Define and communicate annual goals, perform formal and informal performance reviews, and ensure changes and updates are communicated in a timely and professional manner.
* Create strong collaborative team environment.

QUALIFICATIONS:

* Demonstrated ability to achieve sales goals through the management of individual performance objectives and accountabilities including service metrics for speed, efficiency, sales and quality of customer experience.
* Values team work and collaboration
* Creative, resourceful, able to adapt to change quickly, and have an understanding of sales methodology.
* Strong relationship-development skills resulting in long term mutually beneficial client relationships.
* Problem-solving and analytical skills with proven ability to turn findings into executable plans.
* Strong organization, planning and project management skills; ability to prioritize tasks for both self and team to meet deadlines.
* Ability to effectively communicate both verbally and in writing to all levels within the company.
* Strong influence and leadership skills, with a clear bias for action.
* Ability to work in a time-sensitive and high volume environment.
* Strong proficiency with Windows-based computer programs including Microsoft Word, Excel, Outlook, Internet Explorer.
* Strong proficiency using salesforce.com to manage outbound lead generation and sales pipeline.
* Ability to drive work both independently toward the successful attainment of goals and project completion dates, and as part of a team to leverage input and knowledge base of others within the company in providing well rounded and thoughtful information and solutions.

EDUCATION AND EXPERIENCE:

* College degree required.
* Experience of routines, measurement metrics and sales practices at outbound call centers.
* Experience in inbound call center customer service and level 1 resolution.
* A minimum of 5 years of experience in a call center or inside sales environment.
* Supervisory experience required.
* Industry experience preferred.

ENVIRONMENT:

100% performed in climate-controlled internal office environment working under normal office conditions. Approximately 0-5% travel will be required in support of the position s responsibilities.

While performing the duties of this job, the employee is regularly required to sit; stand; walk; use hands and finger to feel and handle; reach with arms and hands; talk and hear. While performing the duties of this job, the employee frequently is required to stoop, kneel, and crouch; lift weight or exert a force up to a maximum of 25 pounds.

ADDITIONAL:

We are a dynamic organization in a rapidly changing industry. Accordingly, the responsibilities associated with this job will change from time to time in accordance with the Company s business needs. More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

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