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CSMB Inside Sales and QA Mgr in Charlotte, NC at Windstream

Date Posted: 12/6/2018

Job Snapshot

Job Description

Job ID:18004247

Job Description:

The CSMB Inside Sales & QA Manager is responsible for driving best in class sales results across call center channels through design, implementation, and management of the quality process.

  • Directly manages relationships with multiple external sales channels and is responsible for sales results. Builds long-term, mutually beneficial relationships with top-level influencers.
  • Develops and maintains compliance and inspection measures, including call inspection and call script adherence.
  • Drives call quality improvement for consumer and small business sales teams. Inbound and outbound sales centers.
  • Provides detailed reporting and analysis of call trends, delivering actionable improvement plans to business leaders to increase sales and deliver a memorable customer experience.
  • Manages a team of quality analysts who observe calls, provide assessments, and provide insight to the sales leadership team.
  • Challenges conventional thinking to establish differentiation of the Windstream brand for call center interactions.
  • Champions SMART coaching plan design, ongoing training initiatives, and operational cadence improvements through call observations.
  • Engine room for design and implementation of new sales projects.
  • Projects a professional presence by demonstrating Windstream cultural beliefs.

Job Requirements

Minimum Requirements

  • Bachelors (substitute leadership experience)
  • 2+ Supervisor Experience

Desired Requirements:

  • Advanced Microsoft Office including MS Access is a plus.
  • Experience managing multiple project initiatives


EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.