Supervisor, SMB Telesales
Location: San Antonio
Posted on: September 14, 2020
The SpectrumSMB Telesales Supervisor will oversee a team of
Outbound Telesales Representatives dedicated to servicing Spectrum
Business existing customers and new business acquisition prospects.
Primary duties include effectively managing sales efforts for
adding new customer acquisitions, bundling company products, and
adding additional primary service units (PSUs) to existing Spectrum
Business Customers. The Supervisor, SMB Telesales is responsible
for the coaching and development of Telesales Representatives and
maintaining all aspects of the outbound telemarketing operating
structure, specifically leading their team towards achieving sales
quotas and increasing base customer Primary Service Units (PSUs). A
successful Telesales Supervisor will effectively lead a team that
regularly exceeds assigned sales quota objectives and
builds/maintains a strong customer experience. The Telesales
Supervisor will provide leadership to their team that allows for
achievement of desired sales objectives, operational enhancements,
process compliance and collaboration within their team and across
the sales channel.
MAJOR DUTIES AND RESPONSIBILITIES
Develop outbound lead strategy to optimize and maximize contacts to
drive sales with strong list yield.
Actively and consistently support efforts to simplify and enhance
the customer experience.
Coach, train and lead a team of Telesales Representatives to
increase productivity and maintain sales goals.
Set goals and objectives for the assigned Telesales
Identify and implement ways to increase productivity and
performance for the Telesales Representatives.
Ensure Telesales Representatives are sufficiently trained in the
necessary functions and products in order to guarantee all work is
completed accurately and in a timely manner.
Work with management to track and improve representative and lead
performance as it pertains to sales quotas and retention of the
assigned base of customers.
Motivate the assigned Telesales Reps to be accountable for
exceeding individual and team sell-in, adherence, quality, and
customer service established goals.
Design and implement department programs to motivate and recognize
employees on a daily basis.
Support recruitment and training efforts to develop and retain a
strong sales force.
Effectively manage day to day attendance tracking, policy
adherence, and escalation resolution and performance issues.
Effectively utilize operational processes, data, reports and
programs to maximize department, campaign and individual
Ensure continuous individual and team competence by providing
optimum selection, training, development, appraisal and motivation
techniques and tools.
Generate sustained incremental sales through problem identification
and increasing Telesales Representative Development
Oversee the implementation of new products, campaigns and
Exercise multi-tasking skills when volume and workload exceed
Interface with other departments through written and verbal
communication to identify and implement process improvements.
Serve as back up for the Outbound Dialer and become subject matter
expert to help close performance gaps
Handle escalations as required within a 24 hour SLA and sooner if
required by management
Perform other duties as required.
Skills/Abilities and Knowledge
- Ability to lead and motivate a high performing sales team while
providing the best solutions for Spectrum Business customers.
- Ability to work independently; highly motivated and
- Excellent analytical, decision-making, and problem solving
- Ability to communicate orally and in writing in a clear,
straightforward and professional manner.
- Ability to prioritize multiple projects and tasks and meet
- Strong decision making and ability work collaboratively with
- Knowledge of commercial Internet, video and data and telephone
products and services
- Adaptable to flexible schedules based on business needs
- Familiarity with ICOMS, CSG, ATLAS, Salesforce and/or other
call tracking software is a plus
- Ability to use a personal computer and demonstrate proficiency
with software applications including Word, Excel, PowerPoint,
Visio, Outlook, etc. for the purposes of communicating, data
analysis, and reporting.
Bachelor's degree in Marketing, Business, related field or
Related Work Experience
- Experience with customer interaction in a business-to-business
- Experience with processes in a call center sales environment
including dispatch, field, and back office.
- 2+ years of sales experience in an MSO or telecommunications
- 2+ year of management experience (Can be supplemented with
Office work environment where employee may need to be seated for
long periods of time while using a telephone headset and
Exposure to moderate noise levels
Associated topics: call, call center, cold call, networking, phone,
solicit, telemarketer, telesales, telephone, web conferencing
Keywords: Spectrum, San Antonio , Supervisor, SMB Telesales, Other , San Antonio, Texas
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