Inside Sales Manager

Job Description

Job Description

The Inside Sales Manager manages a staff of Inside Sales Supervisors and provides leadership over the Inside Sales Team to ensure that customers are retained and that their needs are met. Accountable for the overall performance of Customer Service / Inside Sales functions and workgroups. Develops, implements, and manages internal processes, based on the organizational vision, that will contribute to the achievement of the company's business objectives and profitable growth, while delivering outstanding customer experience. Responsible for the design and implementation of improved processes or operational policies, driving the efficiency and effectiveness of both the Inside Sales Team and, by extension, the Outside Sales Team. Constantly evaluates the team’s skills, competencies, and staffing levels to ensure the appropriate capabilities and capacity is maintained. Requires a high degree of experience and understanding of team management / development, customer service policies, and Airline processes / systems. Rely on experience and judgment to plan and accomplish goals. This position is a hybrid in-person in Bristol and telecommuting. Reports to the Director of Human Resources and Customer Experience.

Responsibilities :

• Direct supervision of assigned Inside Sales Supervisors
• Collaborate with staff as member of the customer service leadership team
• Collaborate with Director of Sales to develop and implement policies, processes and improvements
• Collaborate with RSMs on customer issues that are escalated by the Inside Sales Team
• Complete performance evaluations for assigned Supervisors
• Build / Maintain an efficient / effective inside sales team that collaborates with peers and Outside Sales
• Engage with Inside Sales to be first line resource in daily customer inquiries
• Ensure all corporate policies are consistently enforced
• Ensure all departmental policies, processes, procedures are understood and executed
• Consistently provide oversight, guidance, and mentoring for Inside Sales Supervisors and Representatives.
• Identify needs and assist in recruitment of Customer Service Representatives
• Work with all other departments to coordinate and ensure customer requirements, and expectations are fulfilled, and conflicts are resolved to the satisfaction of the customer
• Develop and monitor metrics for inside team performance
• Perform other related duties and assignments as directed by management

Competencies :

To perform the job successfully, an individual should demonstrate the following competencies :

Benefits :