JOB SUMMARY

The VP, SMB Telesales leads the overall strategic direction, development and operation of Small and Medium Business Outbound Telesales channel for the company. This role will manage the sales process, internal call centers, vendor management, and operating efficiencies through customer acquisition and upgrade sales of Charter's robust suite of products, including, but not limited to, Video, High Speed Internet, Telephone, Spectrum Mobile, and other value added services. This position will oversee the development, implementation, and continuous process improvement through identification of operational, sales, and technological changes that impact production, execution and consumer response. While having direct oversight of all the SMB OTM Call Centers this role requires close coordination of activity cross-functionally with customer operations, product management, and Marketing.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Align team activities with the company vision of driving growth by delivering simple, customer-oriented entertainment and communication solutions to consumers and businesses within our footprint.

Manage internal call centers and vendor relationships.

Meet or outperform defined sales targets for each channel.

Create annual expense budgets, meet or outperform expense budgets; provide guidance to field teams on expense, activity, performance and efficiency.

Manage compliance with federal, state and company telemarketing regulations while driving outbound telemarketing operations and performance.

Create and maintain strong relationships with all channel vendors; manage vendor selection and performance and negotiate terms.

Drive marketing ROI through innovative production and process improvements.

Oversee data analysis and reporting on channel expense and performance; maintain PL focus.

Collaborate with the Marketing Sciences team on marketing database management and enhancements, toll-free number assignment and tracking, list pull operations, model application, test design and result reporting and integration.

Ensure tests and controls are properly designed and implemented across sales channels.

Maintain, improve or initiate processes that drive flawless but flexible execution.

Lead collaborative discussions, facilitate sharing of information and respond effectively to feedback from various stakeholders including field marketing, product management, customer care and other consumer marketing teams.

Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements.

Oversee employee evaluation, development and performance management processes.

Ensure effective and impactful delivery of training to front line customer facing employees.

Foster a culture of consistency, accountability and continuous improvement.

Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Expertise in all aspects of sales execution

Ability to analyze and synthesize complex data, including financial analysis/modeling

Ability to manage multiple projects at one time and to prioritize and organize effectively

Ability to lead, manage and develop a high performing team

Ability to motivate others to drive revenue while ensuring customer satisfaction

Ability to influence across the organization, particularly at the senior levels

Outstanding written and oral communication skills

Ability to link strategies to financial plans and effectively manage budgets

Knowledge of program testing, tracking, profiling, targeting, metrics, and analysis

Experience leveraging customer segmentation models to optimize and personalize communications across multiple channels

Ability to make decisions and solve problems while working under pressure

Ability to maintain high levels of energy and develop staff to consistently create a positive environment

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)

Ability to work independently

Knowledge of cable and/or telecommunications products and services (e.g., Cable/High Speed Internet/Telephone or transferability of consumer marketing experience in other industries) preferred

Required Education

BA or BS degree required

Required Related Work Experience and Number of Years

Cable Industry Leadership Experience - 10

General Management Experience - 10

Sales Call Center Experience - 10

Call Center Leadership Experience - 6

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Preferred Education

Master degree preferred

Preferred Related Work Experience and Number of Years

WORKING CONDITIONS

Office environment

Travel as required

PHYSICAL AND MENTAL REQUIREMENTS

Physical Requirements

Mental Requirements

XSA145 2024-41492 2024

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

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