Manager, Customer Care & Sales Advisor
WFA Digital Insight
As the demand for exceptional customer experience continues to rise, companies like Sparklight Enterprise are looking for skilled professionals to lead their customer care and sales teams. With a growth rate of 25% in customer-facing roles over the past year, this industry is ripe with opportunities for those with strong managerial and interpersonal skills. Sparklight Enterprise stands out for its commitment to employee well-being and community involvement, making this role an attractive choice for those seeking a fulfilling career. Before applying, candidates should be aware of the importance of balancing customer satisfaction with business objectives and be prepared to demonstrate their ability to coach and develop team members.
Job Description
About the Role
The Manager, Customer Care & Sales Advisor position at Sparklight Enterprise is a key role that combines leadership, customer service, and sales expertise. This professional will be responsible for guiding a team of customer care and sales advisors, ensuring that customer interactions are handled efficiently and effectively, and that sales targets are met. The ideal candidate will have a strong background in customer service, sales, and team management, with excellent communication and interpersonal skills.As a member of the Sparklight Enterprise team, this role will be integral in maintaining the company's high standards of customer satisfaction and contributing to the overall success of the organization. The role entails working closely with various departments, including sales, marketing, and operations, to ensure seamless customer experiences and to identify opportunities for growth and improvement.
The team context for this role is dynamic and fast-paced, with a focus on collaboration, innovation, and continuous learning. The successful candidate will be expected to thrive in this environment, demonstrating adaptability, resilience, and a commitment to excellence in all aspects of their work.
What You Will Do
- Communicate departmental and organizational goals to the team and key stakeholders
- Maintain current and historical performance data to inform decision-making
- Identify and communicate key performance trends, monitoring call queues and managing associate staffing
- Oversee the quantitative and qualitative objectives of the team, ensuring alignment with company goals
- Prepare and manage the General & Administrative budget, balancing expenditures to minimize costs and maximize customer service
- Exemplify the company's brand principles through internal and external interactions, demonstrating a commitment to helpful, proactive, and personal service
- Utilize coaching methods and models to develop associates, driving a culture of continuous growth and learning
- Deliver prompt, professional solutions for customer and associate inquiries, ensuring frictionless customer experiences
- Establish a culture of inclusion, positivity, and continuous growth, encouraging a growth mindset and embracing calculated risks to achieve business goals
- Collaborate with various teams, including marketing and operations, to drive process improvements and identify opportunities for growth
- Analyze and recommend best practices to minimize non-revenue customer contacts and drive first contact resolution
What We Are Looking For
- Bachelor’s degree or equivalent experience in a related field
- Strong managerial skills, with experience in leading high-performing teams
- Excellent oral and written communication skills, with the ability to articulate complex ideas clearly
- Proficiency in Excel and other computer applications relevant to the role
- Core competencies: committed, helpful, proactive, personal
- Strong analytical and problem-solving skills, with the ability to interpret data and inform decision-making
- Experience with budget management and cost control
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously
Nice to Have
- Experience in the telecommunications or customer service industry
- Certification in a relevant field, such as project management or sales leadership
- Proficiency in additional computer applications, such as CRM software or data analytics tools
Benefits and Perks
- Competitive salary and benefits package
- Opportunities for professional growth and development, including training and mentorship programs
- Collaborative and dynamic work environment, with a focus on innovation and continuous learning
- Access to the latest technologies and tools, enabling employees to perform at their best
- Flexible work arrangements, including remote work options and flexible hours
- Comprehensive health and wellness programs, including medical, dental, and vision coverage
- Life insurance and disability benefits, providing peace of mind for employees and their families
- Generous paid time off and holiday schedule, allowing employees to recharge and pursue their interests
How to Stand Out
- Develop a strong understanding of customer service principles and practices, including conflict resolution and issue escalation
- Showcase your ability to lead and manage high-performing teams, highlighting your experience with coaching, mentoring, and performance management
- Be prepared to discuss your experience with data analysis and interpretation, including your ability to inform decision-making with data-driven insights
- Emphasize your excellent communication and interpersonal skills, demonstrating your ability to articulate complex ideas clearly and work effectively with diverse stakeholders
- Consider creating a portfolio that highlights your achievements and accomplishments in customer service and sales leadership, including any relevant certifications or training programs
- When negotiating salary, be prepared to discuss your expectations and requirements, taking into account industry standards and the company's overall compensation package
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