Customer Care Sales Coach Job
Time Warner Cable 3,027 reviews - North Canton, OH

This job posting is no longer available on Time Warner Cable. Find similar jobs:Customer Care Sales Coach jobs - Time Warner Cable jobs

Posting Job Title: Customer Care Sales Coach
Requisition #: 145275BR
Posting Location: North Canton, OH, US
Area of Interest: Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Position Summary

The Sales Coach will support Customer Care Center supervisors, Customer Care Center representatives, in sales activities. The Sales Coach will provide training and support to Customer Care Center representatives to develop a Sales Culture, Customer Care Center team and individual representative performance tracking and report distribution including the support, launch and tracking of all Regional and National sales contests/incentives that are applicable to Customer Care. Other Duties as Assigned

Essential Job Functions:

Must be willing to travel among all of the Customer Care locations in home market conducting side-by-side coaching and monitoring sessions, working with care leaders on sales initiatives and supporting sales through playing games and partnering with vendors

Must be visible and active in the floor and in the centers coaching, monitoring, and driving sales through cooperation and planning with department leadership

Work with Supervisors/Managers to aid them in building sales plans and developing their teams sales performance

Must be able to create an appropriate schedule to meet the needs of the teams in your assigned locations

Review Yield Reports (use Glocent tool when launched on 5/1) to determine which agents need sales coaching based on ranking on Yield% in RGU's and devise and deliver plans to improve performance to move everyone to 2.5% minimum CORE RGU Goal

Scheduling and delivery of sales training, coaching on results and developing plans and processes to help all agents meet their sales goals in association with regional sales training

Based on the Customer Care Growth Plan, develop a weekly sales plan for each area to drive sales based on PLG Power Hours and other fun games and methods to drive sales

Using the reporting tools available to the sales team, work with the supervisors and agents to develop a "sales Plan" for each agent that will move them towards their goals and establish a follow up process with the sup/agent on their progress

Using the Yield reports, pull top agents calls each month that can be used for a regional portal and used for training purposes

Work with vendors and other partners to drive sales through their incentives and contests, etc

Assist with planning and execution of REGIONAL PLG sales days

Support training initiatives for refreshers for S3, Reverse U-Verse, Mission Competition, etc

Provide debrief to Sr. Leadership in initiative to include successes and areas for improvement

Must be able to track incentives, games and other sales activity to determine what is successful and adjust plans according to results

Organize and develop educational materials to support the needs of your assigned locations

Must be able to lead a motivational meeting with Customer Care representatives and supervisors

Must be able to communicate effectively both verbally and written, face to face, and over the telephone with customers and co- workers

Must be able to perform mathematical calculations necessary to complete various tracking reporting

Must have the ability to process information accurately in order to follow directions and provide directions to others

Must work well as part of a team

Must be flexible and adaptable to change

Must have outstanding sales skills and a positive, professional attitude

Must be able to make decisions and use proper judgment

Develops and runs Sales Incentive programs for Customer Care Center representative

Assist in developing budgeted connect activity for the assigned sales locations

Job Requirements:

Minimum of 2 years marketing and/or sales experience, in the cable industry, and/or call center/direct sales environment, preferred

A proven track record in school or work experience in working with people and excellent communication skills

Knowledge of Sales techniques

Must have knowledge of all products and services offered by TWC

Must possess strong interpersonal skills

Employee must be available to work outside normally scheduled hours to satisfy customer care and tech ops needs

Critical to be self motivated and willing to take initiative to meet the above functions

Must possess strong organizational skills, including the ability to prioritize assignments and meet deadlines

Must have experience with MS Word and Excel

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Preferred Qualifications:

Must be able to use the ICOMS billing system

Must be able to learn and use COGNOS

Must be able to use Microsoft Office applications

Valid NC Drivers License required

Personal Auto for use to travel to and from various locations

Education and Experience:

Associate's degree (A.A .)

Supervisory/Managerial Responsibilities:

Plans, staffs, coaches, evaluates and directs work of employees of a work unit

FCC Unit_TWC: 6067
Controlling Establishment ID: 00107 - Canton Whipple

More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most – at work and at home.

Time Warner Cable is an Equal Opportunity Employer M/F/D/V.

About this company
3,027 reviews
Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...