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Director, Contact Center Sales
2 months ago
Description
The Director, Contact Center Sales reports into the VP, Contact Experience Center (CXC) and is responsible creating and implementing an end-to-end sales strategy and program to upskill the sales acumen of the CXC Relationship Sales Representative role to successfully drive key business initiatives to enhance the member experience and meet organizational goals. The Director, Contact Center Sales will work closely with internal training partners to deliver and provide sales tools and guides to inspire a high-performing sales team and foster a collaborative and sales-oriented culture.
Primary Responsibilities:
- Lead efforts to plan and forecast assignable goals and incentive plans for the CXC sales teams including aligning incentive plans with business initiatives and goals and Credit Union Mission
- Partner and coach CXC Sales and Service Managers in incentive-driven sales including quality, productivity, and overall work performance
- Develop, track, and report on key sales performance measurements for the CXC Relationship Sales and Inbound teams to senior and executive leadership
- Effectively analyze statistics and reporting to identify opportunities and initiate action plans
- Develop team members by identifying and implementing professional growth planning
- Support enterprise-wide campaigns by overseeing member outreach efforts and ensuring the team is proactively fulfilling product and service related initiatives
- Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
- Lead enterprise-wide cross-functional meetings on behalf of the VP and effectively lead through change management in a fast-paced environment
- Stay informed on market trends, competitor activities, and emerging opportunities to drive business growth
Experience and Education Requirement: - Minimum Education: Bachelor's degree is preferred
- Minimum 7 years' experience in a contact center or in the financial services industry, including a minimum of 4 years in a sales leadership role
- Minimum 5 years' experience leading a diverse team including hiring, coaching and performance management
- Ability to use data and analytic information to gain insights and drive strategic direction
- Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
- Adept at problem-solving, ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations
- Ability to influence others and move toward a common vision or goal
- Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
- Ability to partner and effectively collaborate with multiple work groups and manage through frequent change
- Working knowledge of Microsoft Office Suite
- Certification/License: N/A
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Accrue up to 17 days of Paid Time Off your first year of employment
- 11 paid federal holidays
- Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
