Senior Inbound & Outbound Sales Manager

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed byApollo Global Management,our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality....designing and building a world class fiber network and creating a customer experience second to none.

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We are looking for a Senior Inbound & Outbound Sales Manager to join our growing team! In this role, you will define and executeeffective sales channel management practices to increase sales, order completion, and maximize revenue. You will createoutbound and inbound strategies to sales conversion, completion rates, and revenue. You will also be responsible driving the effectiveness, efficiency and scalability of our revenue-generating teams and aligns sales strategy with execution.

As a Senior Inbound & Outbound Sales Manager, your duties and responsibilities will include:

• Responsible for inbound and outbound sales contact center service excellence in day-to-day operations along with training, growth and development
• Partners with key leaders across the organization, to set the strategy, vision and direction for the Inbound and Outbound Sales Channels
• Drives continuous improvement and enables performance improvement
• Ensures strategy and initiatives are aligned with the organization's broader purpose
• Leads a team of high-performing Sales Channel Managers, driving excellence every day by holding the team accountable for metrics and results-oriented, data-driven performance based on industry standards
• Ensures outsourced BPO partners represent the brand professionally and meets performance and operational standards
• Drives continuous improvement of the centers by staying abreast of new practices, partners, technologies, training and development, and process transformation
• Creates a high-performing culture rooted in listening, empathy and problem resolution that improves representative satisfaction and customer satisfaction
• Proactively leverages data and insights to identify business trends and opportunities for improvement and recommends solutions to accelerate sales and revenue growth
• Ensures necessary coaching, growth and development of staff and partners
• Collaborates with support peers and key partners across the company to resolve barriers that are preventing sales and revenue growth
• Builds strong partnerships with support and shared services staff to ensure awareness of key initiatives that may affect sales and contact volume, prepares staff for new initiatives, launch programs and promotions

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor's Degree or equivalent experience
• 10+ years of experience leading and or managing a team
• 10+ years of experience managing, leading, and supporting Inbound & Outbound Sales Programs
• 10+ years of experience leading contact centers and BPO vendor management organizations
• Experience developing and implementing contact center and/or sales channel performance improvement strategies
• Experience improving customer experience and service strategies
• Experience developing implementing and tracking KPIs
• Strong customer focus and proven customer advocacy
• Knowledge of key elements that comprise the end-to-end customer experience
• Ability to communicate orally and in writing, in a clear and straightforward manner
• Ability to document, prepare and present data-driven presentations
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Proven track record of developing staff and maintaining a high standard of employee relations
• Knowledge of broadband products and services
• Strong business planning and forecasting skills
• Ability to serve as a visionary and think strategically
• Ability to lead large change initiatives
• Ability to foster teamwork and build a strong culture of collaboration

BONUS POINTS FOR:

• Masters Degree
• Workforce Management Experience
• Internet, ISP, Telco or Cable industry experience

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC.We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness throughphysical, emotional and financial health.Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Diversity, equity and inclusionare at the center of our grounding belief inBeing Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed's Privacy Notice for California Residents
• Brightspeed's Privacy Notice