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SalaryContact Center Sales and Retention Supervisor
Ezee Fiber is currently seeking a Contact Center Sales and Retention Supervisor to oversee both sales performance and Retention duties within our Contact Center environment. This pivotal role demands sales leadership, coaching abilities, and comprehension of Contact Center dynamics. The primary objective is to achieve sales targets, optimize revenue generation, and cultivate a culture of high performance within the sales team while also prioritizing customer retention strategies. About Ezee Fiber:
Founded in 2021, Ezee Fiber is a rapidly growing Houston-based fiber telecommunications company that offers affordable and reliable multi-gig internet services to residential, business, and government customers through our cutting-edge 100 percent fiber-optic network. We are committed to providing exceptional customer service, lightning-fast internet speeds, and transparent pricing. Our customers are supported by local team members that live in the communities they serve.
Key Responsibilities
Sales Team Leadership and Retention Strategies:
- Provide strong leadership and direction to a team of Contact Center Sales agents, motivating them to achieve individual and team sales targets.
- Conduct regular one-on-one meetings, performance reviews, and coaching sessions to support the professional development of Sales and Retention team members.
- Establish clear Sales and Retention targets, monitor progress, and implement strategies to facilitate continual enhancement.
- Review market trends and competitive analysis.
Performance Analysis and Reporting:
- Analyze Contact Center performance data to identify trends, opportunities, and areas for improvement.
- Prepare regular performance reports to management, key metrics, highlights, challenges, and opportunities.
- Foster a culture of continuous learning and development within the teams.
- Stay updated on industry best practices and emerging trends in Contact Center management, incorporating relevant knowledge into training initiatives.
- Develop training materials and assist in workshops as well as on-the-job training for new and developing agents.
Customer Experience Enhancement:
- Advocate for customer-centric initiatives, ensuring that customer needs are considered in decision-making processes.
- Use customer feedback and insights to drive continuous improvement initiatives aimed at enhancing the overall customer experience.
- Regularly review and update customer service policies and procedures to ensure they align with evolving customer expectations and industry best practices.
- Address customer inquiries, concerns, and escalations in a timely and professional manner, ensuring a positive customer experience throughout the sales process.
- Leverage customer feedback and insights to identify opportunities for improving Sales and Retention processes and enhancing customer satisfaction.
Communication and Collaboration:
- Work closely with Contact Center agents, actively monitoring calls, queue activity, and taking escalations when necessary to ensure smooth operations and address customer concerns promptly.
- Effectively communicate training schedules and requirements to team members and stakeholders, including Network Engineering, NOC, Field Service Operations, and Outside Plant personnel.
- Collaborate closely with department managers, team leaders and learning and development to tailor programs accordingly.
Documentation and Reporting:
- Maintain employee records of team performance, training sessions, and employee progress.
- Utilize reports on team performance and training effectiveness, recommending improvements as necessary.
- Utilizing the IVR system for reporting, coaching and development.
Experience/Qualifications:
- Bachelor's degree in a relevant technical field (preferred).
- 5+ years of experience in a technical support or supervisory role within the telecommunications industry.
- Strong understanding of FTTH technology and its application.
- Excellent leadership and team management skills.
- Proficiency in documentation, reporting, and quality assurance processes.
- Effective communication and collaboration abilities.
- Proficiency in Microsoft suite of products.
Benefits:
- Competitive salary, commission, and benefits package.
- Health, Dental, and Vision insurance.
- 401k match.
