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Internal Call Centers

4 months ago

Irvine, United States XYZies Inc Full time
Job DescriptionJob Description

We are seeking an Internal Call Centers (ICC) Sales Manager to join our team You will resolve customer questions and offer solutions to drive company revenue.

Job Summary: As Internal Call Centers (ICC) Sales Manager, you will manage the ICC sales channel at XYZies.  You will play a pivotal role in driving growth and shaping the future of our ICC network in the exciting world of smart home technology, including internet, TV, mobility and home security. This role is perfect for a strategic thinker who excels in communication, possesses a keen understanding of digital marketing, call center operations and has a knack for data analysis to optimize ICC performance.

In this role, you will evaluate the performance of the ICC portfolio, identify areas for improvement, and monitor performance KPIs to ensure objectives are met. Regular interaction with ICC account stakeholders (the client) as well as members of our business development team, sales call center, marketing and program management will be crucial to discuss program status, align strategies, and optimize marketing strategies for the ICCs. Additionally, you will oversee the creation and maintenance of ICC onboarding and training SOPs, coordinate training sessions and updates, and support sales and marketing initiatives to maximize revenue and program effectiveness.

Additionally, due to your experience and expertise in onboarding partner accounts, you will also assist in training and onboarding affiliate partners for XYZies. 

Your leadership will extend to coordinating with internal and external partners to ensure all program requirements are consistently met, auditing provider credentials, and directly supporting marketing campaigns and digital advertising efforts. This position requires a proactive approach to problem-solving, excellent communication skills, and a commitment to fostering a collaborative team environment.

Reports To: COO

Areas of Ownership (you OWN these at XYZies):

·       ICC Channel Performance, as measured by revenue, wCPU, units sold, install rates and disconnect rates, active ICCs

·       ICC Portfolio Productivity

·       ICC Program SOPs

·       Onboarding, training and verification of new ICC and affiliate partnerships

Key Responsibilities:

  1. ICC Program Management:
    • Ensure ICC channel is consistently exceeding KPI targets as listed at the end of this document.
    • Assist sales team in proactively recruiting ICCs which meet our target partner profiles, nurturing strong, profitable relationships.
    • Conduct thorough performance analysis, transforming data into actionable strategies.
    • Regularly communicate with ICC account stakeholders (the client) as well as members of our business development team, sales call center, marketing and program management will be crucial to discuss program status, align strategies, and optimize marketing strategies for the ICCs
    • Communicate product updates (new and existing), promotions, compensation incentives, performance updates, and more.
    • Conduct audits of ICC partners to ensure operations are in compliance with XYZies’ partner requirements and are adhering to best practices
    • Communicate commission earnings to ICC and affiliate partners including validation of payments amounts with management and accounting
  2. Relationship Building:
    • Become the go-to support for our ICCs and, when required affiliate partners, building robust partnerships based on transparency and mutual success.
    • Work collaboratively to craft high-impact marketing strategies and campaigns.
    • Utilize GHL effectively to track key data for ICC and affiliate partners while also utilizing the platform to communicate effectively with partners
    • Meet with ICC and affiliate partners weekly or every other week to discuss products, compensation, promos, incentives, the latest developments in their business, compliance and to search for opportunities within the account
  3. Onboarding and Training:
    • Create and operate training system for ICC and affiliate partners
    • Submit ICCs and/or affiliates for approval to all providers; ensure approval and assign products accordingly 

·       Verify ICC and affiliate partners; Verify documents submitted all match, business license, driver’s license, company address, owner name, inside/outside pictures

    • Assign Toll Free Number in Ringba and train partner on Ringba system
    • Create and update SOP’s for ICC department
    • Test calls for ICCs and Affiliates
    • Uphold the integrity of our program with clear policies and guidelines.
  2. Analytics and Optimization:
    • Dive deep into performance metrics, uncovering trends and opportunities for exponential growth.
    • Develop strategies to enhance ICC internal conversion rates, ensuring top-notch traffic quality.
  3. Creativity and Innovation:
    • Stay ahead of the curve by monitoring industry trends and competitor activities.
    • Design and implement creative promotions to energize our affiliate network.
  4. Compliance:
    • Ensure affiliate ICC align with program terms and industry regulations.
    • Implement robust measures to prevent fraudulent activities.
  5. Reporting and Analysis:
    • Regularly report on ICC performance, delivering insights and strategic recommendations.
    • Harness the power of data-driven insights for continuous improvement.
    • Provide sales pipeline updates and insights, ensuring that sales team is actively working on all pipeline leads

​Qualifications:

  • Previous experience in sales, customer service, or other related fields.
  • Familiarity with CRM platforms 
  • Ability to build rapport with clients
  • Strong negotiation skills
  • Deadline and detail-oriented
Company DescriptionWe are a Technology Based Master Distributor.

We partner with some of the largest telecom companies in the market to offer competitive top tier services in cable, internet, phone and wireless, and security products.

Cutting edge tech and sales solutions.

A support network to help you succeed.Company DescriptionWe are a Technology Based Master Distributor.\r
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We partner with some of the largest telecom companies in the market to offer competitive top tier services in cable, internet, phone and wireless, and security products.\r
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Cutting edge tech and sales solutions.\r
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A support network to help you succeed.