Director- Residential Inside Sales in Charlotte, NC at Windstream

Date Posted: 9/28/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    1720 Galleria Boulevard
    Charlotte, NC
  • Job Type:
  • Experience:
    At least 10 year(s)
  • Date Posted:
    9/28/2018

Job Description

Job ID:18003571

Windstream is seeking a Residential Inside Sales contact center operations leader for the Consumer and Small Business unit at Windstream.  The candidate should demonstrate excellent analytical skills and the ability to transform and progress inside sale’s responsibilities and production.

The Director- Residential Inside Sales will optimize multiple contact centers internally and externally that contribute to the overall productivity and significant unit attainment of the Consumer Business Unit. The contact centers field calls from prospective and base customers inquiring about products and services with Windstream. Success is measured by various KPIs that focus on the quality of interactions, the quantity of sales, and standard call center operating metrics.  

This position focuses on sales productivity by leading two internal sites that are comprised of more than 80 front line representatives and leaders as well as the productivity of external sites through a third-party vendor.

The Director- Residential Inside Sales will also work with other directors and vice presidents to drive improved sales, results, tools, tactics, and differentiated routing from traditional sales. This leader will influence various means of customer interactions to improve call handling productivity and efficiency.

•  Work with corporate to operationalize new offers developed by Marketing and to ensure effective application.  Provide feedback on campaign efficacy and results.  

•  Assist via providing sales information and assisting with and providing effective input for new scripts, offers, and quality guidelines.

•  Assist with third-party vendor on Windstream policy and processes.

•  Be the handoff from marketing on all inside sales programs.  Implement marketing defined programs across sales centers.

•  Maintain employee engagement and a high energy work environment.

•  Train sales center employees, drive uniform and consistent practices which mirror and accentuate Consumer and SMB’s priorities.

•  Monitor daily performance metrics and manage day-to-day call center operations.

•  Drive uniformity and unique winning customer experiences that increase sales conversion and revenue.

•  Be very aggressive and demonstrate adaptability and mastery of call disposition codes and continuously and relentlessly track and report to SVP-Consumer and SMB sales.

•  Deliver results and show a commitment to success; Results can be measured by HSI conversion, ARPU, general sales volume, quality results, NPS, CSAT.

•  Be comfortable leading internal teams and vendor relationships. Be an advocate for the success of your teams.

•  Know and understand the business well enough to present in front of peer groups and executive leadership with regularity.

The leader will be very creative and tenacious in driving sales and key performance indicator results to exceed goals, and always act with integrity and adhere to Windstream-wide processes. The role will take on other roles and responsibilities as needed.




Job Requirements

College degree and 10+ years professional level experience with 3-5 years supervisory experience; or 14 years professional level related experience with 3-5 supervisory years of experience or an equivalent combination of education and professional level related experience desired.



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.