Responsibilities

 

Overview:

OnCue, a Verizon company in Santa Clara, California, is in search for a Tele-sales Supervisor. This is a leadership role on our customer sales, support and care team and reports directly to the manager of phone sales. If you’ve ever wanted to have the opportunity to do it right from the beginning, then you should read this posting! We need an amazing person who will enjoy leading a sales and customer support team of high energy, passionate people focused on delivering an effortless and frictionless customer experience. The successful candidate will play a key role in the creation of a ‘beyond parity’ culture through people, process and technology development. This is an opportunity of a lifetime for the right person!

Job Description:

This Supervisor role will be responsible for leading, developing, and coaching a core team of customer-facing Audience Care Representatives (ACRs) who are charged with delivering the ultimate customer experience. The team will use an advanced Agent Console (an evolved Customer Relations Management suite) that allows representatives to serve the Audience member in whatever channel (phone, web, chat, social) the Audience member chooses. This leader is responsible to ensure that the ACR team has the autonomy, mastery and purpose needed to deliver to our vision, including coaching to success, developing sales skills, being available and flexible to assist them through any challenges, and being a role model to support the culture it takes to do it right. The culture will be very progressive while the work environment will be safe, and diverse. This Supervisor will be encouraged to take risks and to be innovative in their approach to delivering an exceptional customer experience through their team members.

Preferred Skills/Attributes:

  • Passionate about providing great customer experiences and managing to key quantitative customer outcomes
  • Experience in leading successful sales teams that value the customer
  • Proven track record of meeting and beating sales quotas the ‘right’ way
  • High energy and self-directed
  • An innate and unapologetic sense of urgency and accountability
  • Great listening skills
  • Ability to simplify complex issues related to purchase decisions
  • Ability to envision new and innovative features and needed changes to evolve tools and processes - hardware, data communications, software and projects
  • Proven ability to make data-based decisions in a timely manner
  • Ability to foster a culture of autonomy, mastery and purpose for agents
  • Ability to learn complex technology quickly
  • Flexible to meeting the demands of the Audience, the business, and the ACR team
  • Ability to work as a team player
  • Demonstrated experience using new social technologies
  • Comfort in managing new products or services and in helping teams manage ambiguity
  • A strong understanding of call center key performance metrics and an ability to create incentive structures for sales agents
  • Exposure to and understanding of industry systems and applications used to manage consumer sales processes
  • History administering agreements with and delivering quality and key metrics through outside vendors
  • Capture, cultivate, and produce sales from lead generation process
  • Work with sales manager to create, implement and manage sales incentives and contests
  • Learn and become an expert in managing our sales organization through the use of Salesforce, CRM

Qualifications

Minimum Qualifications:

  • 5 or more years’ experience in consumer-facing sales role (preferably in high volume environments)
  • 3-5 years’ experience in supervisory role
  • 1+ years managing remote agents or outsourced vendor
  • Bachelor’s degree preferred

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.