Inside Sales Representative

Overview

We are Altice USA; a family of businesses that includes Optimum, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. We're building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.

Responsibilities

The Retention Sales Supervisor will oversee sales representatives and ensure that all representatives are meeting standards and guidelines.

Responsibilities

• Monitor and coach Customer Retention Specialists for success and recommend offers or procedures to encourage customers to retain our services. Organize, supervise, direct and motivate a team of Customer Retention Specialists to meet or exceed department goals.
• Ensure competence and continuity of qualified Retention Specialists through effective monitoring, coaching, appraisal and motivation.
• Ensure effective working relationships with internal and external contacts.
• Review and analyze Retention reports and develop an effective strategy based on the data.
• Execute tactics to support the Telemarketing objectives. These include ensuring the staff adheres to their schedules during all hours of operation, ensuring staff is fully trained and coached to achieve optimal results, enforcing all productivity and sales standards, ensuring reps have proper tools and information to perform their jobs, ensuring the integrity of all Retention transactions, and enforcing Retention Standards.
• Monitor and coach reps with the goal of improving the representative's skills
• Ensure that all policies and procedures are accurately implemented and consistently enforced
• Ensure reps are adhering to their assigned schedules
• Review productivity stats and ensure all reps are meeting guidelines
• Review quality control reports and coach reps on necessary improvements in order entry processes
• Develop and administer weekly team meetings to communicate the mission, vision, values and goals of the Retention organization and to maximize information flow, continuity, productivity and efficiency
• Communicate all Field Communications
• Process Alerts and any relevant information to the group
• Provide feedback reports that provide detailed data and analysis on reasons for disconnection and recommendations on improving save yield
• Participate in special projects and performs other duties as assigned.
• Interview candidates for open positions and makes recommendations for hire, rehire, or promotions.
• Review and approve employee schedules, which includes requested time off and ensures sufficient staffing levels through scheduling and assignment of overtime as needed.
• Coach and counsel employees in the area of conflict resolution with internal and external customers.
• Make initial determination regarding whether an employee under his/her direction and control should be counseled and/or disciplined and makes recommendations as to the nature of the discipline regarding the same, including the issues of corrective actions and Performance Improvement Plans (PIPs).
• Prepare, conduct, or give input to performance evaluations for employees under his/her direction which is considered by the Company in determining annual merit increases.
• As needed, make recommendations for termination based on employee's performance and/or behavior.

Perks of Working for Altice:

• Medical, Dental & Vision Insurance available on your first day!
• Paid Vacation and Sick Pay
• Sales Incentive and Bonus programs
• Tuition reimbursement
• Significantly discounted TV/Internet/Phone employee product benefit
• 401(k) with company matched funds

Qualifications

• 2 - 3years of Retention experience (preferred)
• 2 - 3 years of Training/Mentoring experience (preferred)
• 1 year of Management experience (preferred)
• Must have the ability to multi-task in a Retention environment.
• Solid knowledge of IDA, DART, and KDB
• Solid knowledge of competitive landscape
• Strong Excel, Word, and Power Point skills
• Excellent interpersonal skills with emphasis on negotiating and problem solving
• Presentation/coaching skills
• Strong leadership, creativity and analytical skills
• Strong interpersonal, organizational and time management skills
• Ability to multi-task in a fast paced environment, act with a sense of urgency, and interface with all levels of the organization
• English/Spanish Bilingual skills a plus

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.