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Supervisor Commercial Retention

Location: 

Tyler, TX, US, 75701

Brand:  Optimum
Requisition #:  9327

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

 

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.

 

If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!

 

We are Optimum!

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 * Bachelor Degree or equivalent experience required
• Excellent Knowledge of Telephone Sales
• Proven success in a sales role 
• 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

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

 

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. 

 

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.

 

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

 

Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law. 

 

Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.


Nearest Major Market: Tyler

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