Sales Coach Job
Time Warner Cable - Charlotte, NC

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Posting Job Title: Sales Coach
Requisition #: 146838BR
Posting Location: Charlotte, NC, US
Area of Interest: Administrative/Clerical
Position Type: Full Time

Posting Job Description

Time Warner Cable's Carolina Region
Customer Care department currently seeks a
Sales Coach for their Charlotte,NC
location. Please find below a brief
description of the essential duties and
responsibilities required to function
successfully in this position.

Shift: (TBD)
  • Must be flexible to work between the hours
of 7am-11pm, 7- days/week, 365 days/year

Location: Charlotte,NC

Purpose:
  • Supports Customer Care Center
supervisors, Customer Care Center
representatives, in sales activities.
  • Provides 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 (OIC, ScoreCard, and any other performance tracking database tools) to determine which
agents need sales coaching based on ranking
on Yield% in PSU's and devise and deliver
plans to improve performance to move
everyone to 2.5% minimum CORE PSU 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
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, and all other sales training initiatives
  • 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.

Required Education:
Associate's degree (A. A.) preferred
Would prefer a minimum of two years
marketing and/or sales experience,
preferably in the cable industry, and/or call
center/direct sales environment.

Required Certifications, Licenses,
Registrations, etc., to perform the essential

functions of this position:
  • Must be able to use the ICOMS
and AAD billing systems
  • 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

Experience/Skills Required
  • Must have excellent communication skills
  • Knowledge of Sales techniques
  • Must have knowledge of all products and
services offered by TWC.
  • Must possess strong organizational
skills, including the ability to prioritize
assignments and meet deadlines.
  • Must possess strong interpersonal skills.
  • Employee must be available to work
outside normally scheduled hours to satisfy
Customer Care and Technical Operations needs
  • Critical to be self motivated and willing
to take initiative to meet the above functions
  • Must have experience with MS Word, Excel
and Powerpoint

Travel requirements and frequency:
  • This position is based in the Charlotte division
call center, but must be able to travel occasionally within
the Carolina footprint as needed
  • Occasional travel is required
Legal or Financial Responsibilities
  • Requires adherence to Time Warner
Standards of Business Conduct. Position
must assist in maintaining the confidentiality
of customer and business data at all times.
  • Requires tracking all mileage and travel
expenses for reimbursement.
  • Requires tracking and reconciliation of
Procurement Card reports.

Communication Skill level:
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.

Reasoning ability:
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.

Supervisory / Managerial Responsibilities if

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

Materials and Equipment used:
  • Frequent use of Laptop Computer with
MS Word and Excel
  • Frequent use of desk or cellular phone
FCC Unit_TWC: 0589
Controlling Establishment ID: 00019 - Charlotte Arrowood Rd

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