Sr. Manager, Residential Direct & Indirect Sales in Bluffton, SC at Hargray

Date Posted: 9/23/2020

Job Snapshot

Job Description

Are you passionate about making a difference in people’s lives?  Are you motivated to learn and connect people with cutting edge technology?  Do you go the extra mile to provide customer delight? Then you should join the Hargray Communication team as a Sr. Manager, Residential Direct & Indirect Sales!

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 800 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.

General Description of Position:

Responsible for driving revenue producing results by managing a team of sales leaders/representatives and indirect sales channel vendor relationships to meet and/ or exceed regional sales objectives. Lead a sales team in the development of customer relationships and prospective dealer accounts. Develop and implement strategies to ensure the team achieves consistent operational excellence in all company standards, directives, and initiatives.

Duties & Responsibilities:

  • Assumes overall responsibility for inbound prospect Contact Center Sales, to include chat and email activities to ensure rapid and appropriate decisions and effective actions that elevate and sustain all departmental activities at the highest levels of efficiency.
  • Identify, recruit, and onboard new channel partners within assigned territory.
  • Manage sales activities of partners to generate revenue.
  • Coordinate with partners to create and execute business plans to meet sales goals.
  • Analyze market trends and accordingly develop sales plans to increase brand awareness.
  • Sets goals for the operation to ensure that the company can achieve its overall objectives.
  • Oversees high-level management activities across departments and personnel levels to ensure the integrity of budget, schedule, and technical performance of operations.
  • Ensures excellent service to all customers, external and internal, by coordinating department to operate as a team following Hargray’s Guiding Principles for customer service.
  • Communicates to ensure that information, company goals and objectives, and performance are transferred promptly to all levels of personnel.
  • Supports the team in embracing company initiatives and direction by providing a unified front with managerial decisions and modeling behaviors expected of the team.
  • Prepares and delivers periodic operational reports depicting achieved service levels.
  • Works closely with all local markets and construction to ensure we are providing a seamless experience to our customers in all markets.
  • Works to ensure that the department is operating at or below the expense budget.
  • Evaluates staffing levels for market to ensure the ability to meet objectives with total customer and colleague satisfaction; make recommendations on increasing or decreasing levels to maintain goals.
  • Analyzes and controls expenditures of the local market to conform to budgetary requirements. Reviews and modifies business processes and procedures to improve efficiency and reduce expense.
  • Direct the budget process including quota setting, roll-up of quotas to supervisors and managers, managing departmental expenditures and staying within budget guidelines, and running a fiscally responsible division.
  • Spearhead ongoing development within all levels of the organization.
    Direct the development and implementation of market strategies to gain new market share and be able to make decisions on when and when not to test and/or continue an initiative.
  • Ensure the Inbound Sales organization follows laws and regulations relating to call center operations
  • As the business grows, assist executive leadership in developing business plans that include capacity planning, technological infrastructure development, process improvement, etc.
  • Direct and recommend necessary corporate initiatives and/or changes needed to support department growth and compliance.
    Create a culture to improve sales performance through better processes, technology, and methodologies
  • Develop sound and timely business practices to drive short- and long-term sales performance.
    Interface with other departments through written and verbal communications, specifically, but not limited to:
  • Marketing- Work to coordinate marketing activity that will drive increased calls to the centers within the desired audience and with relevant and timely messaging.
  • Training – Interface to identify Sales Specialists areas for improvement and coordinate ongoing training initiatives that will foster continuous improvement and be in-line with long term strategies.
  • Business Analysts – Coordinate and design the reporting needed to diagnose, identify trends and readily dashboard the status to your leadership team.
  • Field leadership – Coordinate efforts and process, to ensure consistency and best in the class process are being leveraged.
  • Operations – Work to ensure all deals are moving effectively from order to cash as efficiently and effectively as possible. Work to make changes in any area of opportunity identified to ensure a positive customer and employee experience.
  • Compensation/Incentives HR teams – Interface with HR and financial teams to create compensation plans, incentives for motivation, and to manage and monitor on target earnings expectations.



Job Requirements

Minimum Qualifications:

  • Bachelor’s degree or equivalent years of work experience.
  • 8 or more years of call center management, sales leadership, and vendor management
  • Excellent interpersonal, verbal, and written communications skills
  • Strong functional, analytical skills (budgeting, costing) in a call center environment
  • Strong relationship building, sales skills, and business acumen, including responsiveness and technical understanding of customers’ present and future needs
  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures
  • Requires discretion regarding sensitive company information regarding client lists
  • Proficient in MS Word, MS Excel, MS PowerPoint
  • Strong mathematical, analytical, communication, and organization skills
  • Knowledge of Call Center and management best practices
  • Experience and familiarity with implementing continuous improvement concepts that will increase operational effectiveness at all levels
  • Self-motivated and must excel in a minimally managed, high profile position
  • Experience creating policies and procedures and developing workflow/processes
  • Ability to travel to between various call centers and office locations along with Vendor sites