Minimum Requirements
● Verifiable history of growing a call center based sales organization from <20 people to >100 people
● Bachelor’s degree or additional related equivalent work experience
● 4+ years’ related work experience in OB/ IB Inside sales/ telesales management
● Experience with International call center operations
● Experience in owning sales related metrics, team and individual performance across all stages of the funnel.
● Excellent training, presentation, communication skills (both oral and written) with a credible presentation style
Preferred
● Inside sales Management experience in a digital or services based business
● Both big and small company/program experience
Function and Key Responsibilities
- Accountable for leading and growing telesales/call/contact center business operations and for the consistent achievement of outstanding business and growth results.
- Focus on sales and organizational growth
Scope
● Scale and grow an existing call center team to new levels of achievement and organizational size in support of the strategic needs of the business
● Provide leadership and management for telesales/call center reps; effectively and efficiently execute on growth plans, goals, and objectives; consistently achieve planned business results.
● Provide operational guidance, support, coaching and direction for Telesales team members to drive the achievement of desired organizational growth objectives
● Partner with Telesales Leaders and 411 Locals leadership to continuously communicate the company’s vision and performance expectations while ensuring that Telesales teams are accountable for maintaining a customer centric culture.
● Continuously advance 411 Locals as a great place to work – while ensuring employee engagement, employee satisfaction and the development of “bench strength.”
● Ensure operational processes and practices are effectively managed so that Telesales operations, programs and standard operation procedures are consistently aligned with established business goals and objectives and compliant with all state and federal governmental guidelines.
● Ensure the development and proactive implementation of training programs and processes for Telesales teams.
● Collaborate with sales and marketing to build systematic programs that support sales and organizational growth objectives
● Assist in leveraging marketing automation and lead management to efficiently scale lead management processes as the organization grows
● Measure, analyze, and report campaign performance.
● Provide regular feedback to executive leadership on trends, issues and opportunities related to sales.
● Minimize and troubleshoot sales-related customer churn issues.
Common responsibilities include:
Get Work Done, Deliver Results, Own It!
- Achieve results for the business and for customers
- Be accountable and action oriented
- Take ownership for identifying and creatively solving problems
- Know your numbers and manage them daily
Directly Communicate, Fiercely Collaborate
- Get to the point – be professional, direct, and efficient
- Lead with facts, actions and solutions – not opinions and excuses
- Work together to quickly, efficiently, and effectively solve issues and improve the business
- Passionately debate ideas to get to the best outcome and then once a decision has been made move forward together to make it successful as a cross-functional team
- Be open, transparent, and inclusive with both successes and challenges
Innovate Always and in All Ways
- Entrepreneurial to our core
- Always be looking for new business opportunities and new ways to serve our customers
- Never satisfied with how things are currently and always look to make improvements
- Motivated by creating something from nothing or designing a new way to do something
Domain Experts, Company Experts
- Hunger for knowledge, personal growth, and passion for learning
- Leverage existing true functional expertise and develop new functional expertise
- Develop a profound understanding of the company, internal and external customers, and markets to successfully apply domain expertise
Growth: Customers, Company, People
- Have a growth mindset for our customers, the company and ourselves.
- Personal and people development plus building high performance teams are the foundation for future growth
- Plan and organize exponential growth, The world is too big for thinking small
- Profitable growth through diversification in products and channels for future stability
- Approach each decision and each obstacle encountered with a focus on creating win, win, win outcomes for our customers, the company, and ourselves.
“Everybody wins”
Work Conditions
● Remote working is acceptable for this position.
● Currently the Remote working model in place and based on management decision travel requirements will be updated.