Director, Inbound Sales

Summary:
Responsible for planning, implementing and measuring inbound sales programs and strategies designed to grow market share for all products and increase revenue.  Provides leadership, vision and development for the Customer Care Center Inbound Sales Teams for the purpose of exceeding customer expectations and company revenue objectives.  Responsible for measuring performance of the Call Center Inbound Sales Teams and its staff and providing feedback and resources towards continuous improvement. 

Responsibilities:
- Oversees the day-to-day operation of the inbound sales function in the call center for video, voice and data to residential customers.
- Receives and studies the companys marketing plan and generates a corresponding sales plan to drive Revenue Generating Unit (RGU) growth commensurate with strategies and tactics called for in the marketing plan, and updates plan as subsequent new tactics are created and deployed by marketing.
- Contributes to the strategic plan of increasing market share and improving quality of service.
- Develops current employees into a potential successor.
- Maintains,  trains and develops staff in order to achieve monthly sales goals and   oversees recruitment and employment of all employees that report directly and indirectly to this position.
- Develops and implements Call Center Inbound Sales tactical plans including priorities and processes.
- Determines the organizational structure for the Inbound Sales Team and allocates team management responsibilities.
- Assists in the development of ongoing inbound sales incentive programs.
- Reports results in a timely manner, assesses output of sales channel, and proposes and implements mid-course corrections and improvements to ensure ongoing success of connection activity.
- Integrates Call Center Inbound Sales activities with other system wide functions/activities to ensure the overall success of the system.
- Oversees the creation of operating and capital budgets for the Call Center Inbound Sales department and manages capital and operating funds within budget.
- Recommends solutions to administrative and operational issues affecting Field Operations.
- Participates with other Directors in developing system policies and builds partnerships, negotiates and resolves conflicts. 
- Develops and implements quality inbound sales strategies that cross all product lines.
- Develops the Call Center Inbound Sales department as a significant sales channel
and develops implementation plan to achieve Call Center Inbound Sales goals.
- Develops team training plans and timelines and creates professional development  plans for Team Leaders and coaches them as sales culture champions to ensure goals are met.
- Consistently meets or exceeds departmental revenue goals through active sales management techniques.
- Ensures a seamless integration of new products and services into the Customer Care operations and develops new revenue streams utilizing new technology (ie: online customer acquisition).
- Develops and maintains relationships with the various operating units to maximize the utilization of the service and sales groups to achieve high revenue and exceptional service in a cost-effective manner.
- Performs other duties as required.

Qualifications:
Education:  Typically requires a BS/BA degree in Marketing, Business or related field.

Experience: 
Generally10+ years proven sales management experience with 3-5 years in a call center work environment as well as 3-5 years experience in a management capacity.  Time may be credited for college coursework in applying experience requirements.  Certification may be required in some areas.

Other: 
Experience building a high performance sales team and management of high volume inbound call traffic.  Quantifiable accomplishments in development and attainment of aggressive sales goals.

Skills, Knowledge, Abilities:
- Demonstrated success in translating marketing plans into effective sales strategies in telecommunications or other competitive industry.
- Competency in reading and interpreting competitive and industry data to ensure informed and accurate decision-making.
- Demonstrated ability to recruit, develop, reward, and direct an effective sales
      workforce and provide leadership in a fast-paced, high-growth, and competitive
      environment.
- Demonstrated ability to quickly operationalize a sales plan for all residentially based products (i.e. video, telephone and HSD).
- Excellent written and verbal communication skills.
- Interpersonal skills to operate effectively in a one-on-one setting or a team-based organization.
- Demonstrated ability to thrive in a high-change, often ambiguous business
      environment.
- Thorough proficiency in conducting sales information and training meetings.
- Working knowledge of various incentive strategies employed for sales forces.
- Demonstrated organizational skills with the ability to multi-task.
- Demonstrated ability to work with individuals at all levels with the company and in various departments.
- Proficient with MS Office applications such as Word, Excel, PowerPoint, Outlook, etc

Organizational Leader:
- Leads Strategically. Establishes and maintains a long-term, big picture perspective to move the company forward. Instills a sense of purpose and vision by clearly communicating business values and the direction of the organization.
- Inspires Innovation .  Generates innovative approaches to performing work. Encourages innovation and out-of-the-box thinking to develop new and better work solutions.
- Influencing Others. Mobilizes and energizes others around the goals of the organization and the department. Instills a sense of purpose, responsibility, and commitment in other by developing solutions that are mutually beneficial.

People Leader Success Factors:
- Coaches and Develops.  Provides guidance and feedback to help employees develop their skills and work behaviors so they can fulfill current and/or future job responsibilities more effectively.
- Champions Adaptability.  Champions the implementation and acceptance of change in the organization. Demonstrates openness to new concepts and/or approaches to work and adapts effectively.
- Demonstrates Business Acumen.  Applies knowledge of the business and the business and the industry to decision-making. Assesses internal and external organizational factors to understand the whole business picture.
- Promotes Accountability.  Sets high standards of performance for self and others, assuming responsibility and accountability for successfully completing assignments or projects.

Cox Success Factors:
- Communicates Effectively.  Ensures that employees share information and have access to the information they need to meet their business objectives. Articulates information clearly, adapting communication styles to match others.
- Build Relationships.  Forms and maintains effective relationships within and across organizational boundaries to improve decision-making and leverage capabilities.
- Lives Cox Values - Shows an approach towards people and work that is consistent with the overall values of the company. Works to professional standards that apply best practices approaches and reflect Cox s values and ethics.
- Delivers Customer Service - Demonstrates appropriate attention to customer needs and requirement when making decisions and taking action. Makes customer satisfaction a priority and works to exceed expectations of customers externally and internally.
- Produces Results.   Focuses efforts on attaining clear, concrete, timely, and measurable performance outcomes. Sets high standards of performance for self and others and assumes responsibility and accountability for successfully completing work projects.
- Learns Continuously.  Actively identifies new areas for self-development and continuously seeks out learning opportunities. Demonstrates a personal commitment to continuous learning for oneself and the team.