Manager – Sales Loyalty, Retention/Collections

Role Overview

• Leads, coaches, and develops representatives to exceed all sales, collections, and retention objectives, service metrics and customer experience metrics
• Manages the day-to-day operations from executing leadership academy tactics, designing incentive plans, and creating an environment that promotes engagement
• Responsible for hiring, attrition, ramp plans, and grievance process
• Utilizes strong product and pricing knowledge, exercises judgment, and resolves complex problems
• Responsible for influencing decisions regarding the hiring, firing, disciplinary action, and promotional activity for subordinates
• Analyze data to develop and implement strategies that drive revenue generation and continuous improvement
• Direct daily activities and execution of call centers and vendor operations to achieve revenue goals and reduce expenses
• Implement strategic policies and develop innovative initiatives for technology, corporate compliance, training, and workforce planning
• Collaborate with various business areas to drive strategic alignment, manage change, and maintain strong domestic and international vendor relationships
• Strong operational and engagement experience leading virtual, hybrid or in office teams

Requirements

• 8+ years of related sales experience
• Ability to coach and develop a team to overdeliver on all key metrics with the utmost integrity
• Foster an environment of high performance by creating meaningful relationships, develop future leaders, and deliver appropriate accountability
• Develop strong union relationship and collaboration, be extremely flexible and open to constant change, responsive, and deliver on all administrative tasks
• Bilingual
• Spanish, reading, writing, and speaking

Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone