Senior Manager - Sales Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate the Business, Enterprise, and MDU Sales Support teams.

• Supervise daily operations of the Service Delivery Call Center, which includes staffing, scheduling, call volume, adherence, payroll, overtime, and PTO management.

• Set and track productivity goals and KPIs, such as cutover intervals, ON Tracks, service delivery timelines, and various performance metrics.

• Evaluate team performance, revenue objectives, workload, and operational requirements to adjust staffing, priorities, and workflows accordingly.

• Enhance sales order workflows to decrease order lifecycle durations while upholding accuracy, quality, SLA compliance, and a favorable customer experience.

• Utilize Calabrio, Five9, and other operational tools to oversee adherence, quality, productivity, and overall team performance.

• Collaborate with Sales Support, Service Delivery, Engineering, Field Operations, and other teams to address issues and ensure customer orders progress smoothly.

• Relay process changes, business updates, and expectations throughout the team.

• Recognize, evaluate, and deploy process enhancements that boost efficiency, scalability, and customer satisfaction.

• Lead and facilitate departmental and cross-functional initiatives aligned with business objectives, operational improvements, and customer experience enhancement.

⛳️ Requirements

• Candidates must be at least eighteen (18) years old at the time of application.

• Strong understanding of sales order processes, call center operations, and the service delivery for Business, Enterprise, and MDU sectors.

• Demonstrated ability to lead, coach, and develop teams while establishing clear expectations and addressing performance deficiencies.

• Experience in defining and managing KPIs, productivity targets, staffing requirements, and service-level expectations.

• Familiarity with Calabrio, Five9, or comparable workforce management and call center systems.

• Robust analytical and problem-solving abilities, utilizing performance data to identify trends and drive enhancements.

• Exceptional communication and relationship-building skills, enabling effective collaboration across teams and organizational levels.

• Capacity to juggle multiple priorities, make informed decisions, and adapt swiftly in a dynamic environment.

• Over 6 years of experience in Business Sales Support, Service Delivery, sales operations, or a related area.

• More than 3 years of leadership experience in managing and developing teams.

• Experience in supporting Business, Enterprise, or MDU clients within the telecommunications sector or a comparable service-oriented environment.

• Background in leading call center or service delivery operations with responsibility for staffing, productivity, quality, and performance metrics.

• Proven success in enhancing sales order or service delivery processes to improve efficiency and shorten cycle times.

• Comfortable collaborating with Sales, Engineering, Field Operations, and other teams to resolve issues and optimize the customer experience.

• Regularly operates a computer, keyboard, and associated peripherals.

• Often engages in sedentary activities using a computer, keyboard, and other peripherals.

• Consistent use of sight, speech, hearing, comprehension, and reasoning skills.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance coverage.

• Competitive salary packages, including bonus opportunities for eligible roles.

• Paid Time Off and Paid Holidays.

• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).

• 100% employer-paid life and disability insurance.

• Employee Assistance Program (EAP) providing access to professional support for various life challenges.

• 401K plan with up to 5% employer contribution and a self-directed brokerage option.

• Wellness program that offers education and cash incentives for gym attendance and nutrition initiatives.

• Employee referral bonuses.

• Discounts on Lumos Fiber Internet for employees residing in service areas.