Mgr, Sales Activations Ops

Mgr, Sales Activation Operations

The Manager, Sales Activation Operations has responsibility for design and implementation of Sales Activation business rules, processes, tools, and reporting. Serve as Sales Activation project lead for company, Sales & Marketing and departmental projects and initiatives aimed at maximizing activation, contact rates and improving the customer experience. In addition helping improve company sales, order completion and fallout resolution. This position will serve as a primary departmental contact for process, implementation, reporting, and day to day execution to maximize the efforts primarily around activations, as well as completion, and customer retention.

Major Duties and Responsibilities

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

Primary Focus Areas :

Partner with internal call center locations and all Sales Channel peers including Marketing to identify opportunities to reduce / improve activation performance across the organization. In addition to improving order fallout, maximize fallout resolution rates, and drive higher sales for the company.

Develop and implement tactics aimed to improve applicable order activation and completion rates for all Sales Channels.

Proactively monitor and assess performance to ensure that new offers and activities do not negatively impact activation and contact rates.

Provide key performance updates to key Sales Activation stakeholders and Sales Channel senior leadership.

Manage dialer programs, including contract and payment processing, reporting, incentive processing, and ensuring program is at optimal performance.

Establish controls that staff adheres to policies, procedures, and methodologies defined by Leadership.

Utilize management tools to monitor and manage key performance indicators.

Other Focus Areas :

Partner with internal call center leadership and Sales Channel Partners to achieve departmental goals.

Partner with team conducting daily report production highlighting departmental key performance indicators including service level, quality, fallout resolution, revenue achievement, productivity / efficiency, completion / activation rates, reliability, and attrition objectives.

Collaborate with Business Planning to prepare workforce staffing plans for operational budgets.

Foster a culture of consistency, accountability, and continuous improvement.

Perform other related duties, as assigned.

Required Qualifications

Required Skills / Abilities and Knowledge

Ability to read, write, speak and understand English

Knowledge of outbound dialer tools and software

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 communicate with all levels of leadership and company personnel

Ability to define key performance indicators / metrics

Ability to document, prepare and present data-driven presentations

Ability to make decisions and solve problems while working under pressure

Ability to manage multiple projects simultaneously

Ability to prioritize and organize effectively

Ability to supervise and motivate others

Demonstrated ability to develop staff and maintaining a high standard of employee relations

Ability to use personal computer and standard business software

Knowledge of broadband, video, mobile, and voice products and services

Ability to effectively manage large and complex projects

Required Education

Bachelor's degree or equivalent level of experience

Required Related Work Experience and Number of Years

Project management experience - 3+

General Management / Leadership Experience - 3+

Call Center Experience - 5+

Preferred Qualifications

Preferred Related Work Experience and Number of Years

Telecommunications Industry Leadership Experience - 3+

Preferred Education

Master's degree

Working Conditions

In Stamford CT office daily (not remote or hybrid)

Travel up to 25%