Manager, Sales and Retention

Manager, Sales and Retention

Astound, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services—and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company. 

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you’ll stay empowered to do your best work by creating astounding possibilities for local communities and beyond. 

 Job Summary:

This role is responsible for managing Call Center efforts in enhancing customer loyalty, reducing churn, and driving revenue through upselling, cross-selling and customer retention efforts. This role combines strategic planning with hands-on team leadership to deliver exceptional customer experiences and measurable business growth for internal and external call centers. This position will work in conjunction with internal leadership and vendor partners to meet service level, retention and sales metrics, with the primary focus of adding customers/revenue to our bottom line.

Where you will work: This is a hybrid opportunity! This position will sit in either Wilkes-Barre, PA; Bethlehem, PA; or San Marcos, TX. 

Duties and Responsibilities:

• Must have a full understanding of call center and sales metrics, with a keen eye on meeting these goals on a daily/weekly/monthly basis

• Participation in establishing criteria for key performance indicators and the creation of appropriate weekly and monthly reporting metrics to effectively monitor agent, team, and company performance

• Analyze and actively manage quantitative and qualitative performance data and coordinate with internal and external departments to identify gaps in training and methodology for sales and retention metrics

• Recommend and/or approve plans for internal and external sales and retention performance remediation

• Work to resolve high-impact escalations and systemic customer issues

• Travel required up to 25% of schedule

• Conduct performance reviews, succession planning, and leadership development to build and maintain bench strength
• Actively support, promote, and advance all aspects of Astound’s Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.   

• Other duties as assigned

Requirements/Qualifications:

• Education: High school diploma or equivalent required
• Degree in Business preferred

Experience:

• Minimum of 4 years experience in sales in a call center and vendor relations environment
• Minimum of 5 years experience in call center environment required
• Previous Leadership experience in a call center environment required

Knowledge, Skills and Abilities:

• Data Analysis - pulling, organizing, and reporting on hard data

• Time Management – prioritizing tasks and managing workload efficiently

• Ability to provide concise and clear communications both verbal and in writing

• Proficient in Call Center tools and technology

• Ability to create a collaborative, high-performing environment driven to achieve success

• Ability to influence teams to drive results

• Delegation – ability to effectively assigns tasks and responsibilities

• Leader in change management

• Ability to travel up to 25% of schedule

• Stay current on industry trends and share ideas on improvement opportunities associated with these trend

Work-from-Home Requirements:

• You need a dedicated, private room in your home that is quiet during work hours.
• You must provide an Internet connection of 50 MB or more, which is hard-wired (Ethernet connected) from the modem to your company PC.
• Astound will provide all computer equipment.
• Your desktop work surface must have room for 2 PC monitors.
• In the event of disruptions resulting in a poor Internet connection or in-home disruption, you will be required to work from the office. 
• Employees must live within a 60 mile commuting distance from the Wilkes-Barre, PA; Bethlehem, PA; or San Marcos, TX office.
• You will be required to sign a written form to acknowledge these work-from-home requirements.
• You must have a personal cell phone to install a security application.