Experience Inc. Jobs

Summary

The Manager, Inbound Sales is responsible for leading and overseeing the daily operations of the inbound call center, including a team of sales representatives who handle inbound leads generated through various channels, such as website inquiries, calls, and marketing campaigns.

This role focuses on driving revenue growth by converting incoming leads into sales opportunities while ensuring a positive customer experience. This role will develop and execute sales strategies, provide coaching and training to the sales team, track and analyze performance metrics, and collaborate with marketing and other departments to optimize the sales process.

Essential Duties and Responsibilities

Include but are not limited to the following:

• Achieve all department and company sales goals and initiatives

• Develop and sustain a sales culture, designed to achieve all company growth and initiatives

• Ensure that all employees are trained and coached to be aligned with sales goals and objectives

• Managing call center operations to ensure behavioral integrity within the teams, quality of sale and proper call handling.

• Manage the complete sales process to ensure effective call flow, daily and weekly coaching, huddle content and recognition to reinforce excellent activity and execution

• Routinely monitor sales team and individual performance for the purpose of measuring and improving results

• Develop and mentor frontline sales leadership, providing effective feedback and guidance to all team members

• Evaluate and improve all relative procedures and processes impacting the Sales department, recommending cost saving measures and enhanced recognition as needed

• Analyze and interpret call center Sales performance metrics as well as ensure all employees have access to accurate and complete key performance indicators both daily and weekly

• Train frontline leaders to manage customer and employee relations issues, ensuring fair and timely resolution

• Monitor the overall headcount and staffing level of the department, working closely with resource management, to ensure expedient response times with all sales and loyalty opportunities.

• Monitor call volume forecast and staffing with both internal and external teams.

• Drive improvement into the interviewing process as needed to ensure all new hires are capable of minimal standards of productivity and high goal attainment

• Partner with Learning and Development to execute on sales training for new hire and tenured teams.

• Develop and administer ongoing programs specific to the sales team designed to reward, motivate and recognize employees

• Administrate all operational expenditures according to budgetary guidelines and department policy

• Manage all company resources according to company values and policies, traveling and attending meetings as necessary, to ensure optimal relationships with all employees in all departments

• Other duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Required Education and Experience

• Bachelor’s degree (B.S.) in Business or related study from four-year College or University; and

5 years of sales experience or leadership experience in a call center environment with a proven track record of achieving results to goals. Or equivalent related education & experience

Skills and Abilities to be Successful in this Role

• Extensive knowledge around building a winning sales culture and sustaining sales results/objectives

• Must possess the ability to solve complex operational issues, creating and analyzing production metrics and data –recommending strategic and appropriate solutions

• Strong organization skills are required, with demonstrated ability to effectively handle multiple priorities and tasks

• Must possess excellent communication skills (both verbal and written) and be able to communicate effectively with all levels of employees both individually and in small groups

• Must be able to perform all mathematical functions related to the calculation of all call center metrics and possess ability to perform complex mathematical functions

• Experience with Microsoft M365, Sales Software and Billing Software Systems.

• Knowledge and understanding of the following: Sales Process, Lead Funnel Management, Activity Tracking and IVR systems and technology.

Physical Demands/Working Conditions : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• regularly required to communicate verbally and in writing with customers and other employees

• required to use hands to type, handle objects and paperwork

• required to reach and hold on to items at chest level or reach above the shoulder

• required to use close vision and be able to focus

• Must be able to travel for business purposes on an occasional basis.

WOW! is an Equal Opportunity Employer - R ace/Color/Religion/Sex/Sexual Orientation/Gender Identity/Gender Expression/National Origin/Disability/Protected Veterans

All qualified applicants will receive consideration for employment

without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran