Customer Service

CS Inbound Sales Manager

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The CS Inbound Sales Manager, Telesales is responsible for driving revenue within the Care inbound Telesales line of business. This role requires both strategic and operational skills. This role will require managing current LOB sales performance, meeting/exceeding revenue targets, while creating a transformation strategy to integrate Telesales within the Care Team of Experts model.

What you'll do in your role.

Essential Functions
  • Partner cross-functionally to determine organizational revenue objectives.
  • Executes to team KPIs and drives accountability and action plans to ensure consistent achievement, including conversation rate, CSAT and NPS.
  • Designs and stands up short-term tests to confirm strategy expectations; ability to design KPI and measurement standards.
  • Ability to develop business and strategy plans, and campaign those plans through Care leadership steering for approval.
  • Partner cross-functionally to ensure effective selling across T-Mobile’s product and service portfolio.
  • Works closely with analytics and business intelligence teams to ensure data-driven decisioning.
  • Assists in developing business cases for revenue-generating programs and drives implementation, while measuring performance against goals.
  • Helps build and drive a road-map designed to improve sales performance, inclusive of customer experience, statistical performance, & operational efficiency. This includes quarterly & annual business plans.
  • Present strategies to senior leadership team.
  • Partner closely with Frontline Execution to operationalize strategy plans.
  • Establish performance metrics & goals. Partner across the organization to ensure that effective training, reporting, compensation & reward/recognition components are in place to support revenue goals.

The experience you'll bring.

Qualifications
Required Functional/Technical Skills
  • 2-5 years’ experience using Microsoft Office with-very strong Excel & PowerPoint experience

Required Experience
  • 3+ years proven experience in driving performance objectives.
  • 2+ years of successful consumer sales/sales experience, prefer experience in inbound sales channels, and specifically Telesales.
  • 2+ years of customer service/contact center experience or retail frontline experience preferable
  • Strong partnering and communications skills – both oral and written – and proven ability to drive performance in a front-line environment.
  • Strong strategic thinking skills and ability to perform creative problem solving and operating with imperfect information.
  • Experience with outsourced service partners and/or vendor management experience strongly considered.

Education
Bachelor’s Degree or equivalent experience. Business or related field
Position details

Req ID: 126609BR

Department: Customer Service

Travel Required: Yes

Position(s) remaining: 1

Position posted for
101 days
# of candidates that have applied 78

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What's it like to work at T-Mobile? Find out.

"Best Company I’ve Ever Worked For”

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Former Customer Service Representative in Salem, OR

Pros

Insanely high energy and fun. Constantly encouraged to bring your personality to work and do everything in your own voice and your own personal way. It can be challenging but those challenges will teach you so much!

Cons

If you don't like giving amazing customer service, its not the right job for you. You really have to go all the way all the time.

Advice to Management

Keep it up! Stay visible. Stop by pods and says hello! My managers did this and it kept me on my A game!

“Wonderful Company”

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Current Customer Service Representative in Meridian, ID

Pros

Awesome environment. They take pride in their employees and company.best call center I have worked for. The performance based structure allows you to easily earn additional rewards and compensation.

Cons

You have to enjoy the call center work.

“positive place to work”

5 stars 5 stars 5 stars 5 stars 5 stars

Former Customer Service Representative in Chattanooga, TN

Pros

There were many great benefits and the company has really good values.

Cons

It can be stressful at times.

Advice to Management

Not everyone needs to be micromanaged.

Equal Employment Opportunity

As America’s Un-carrier, T-Mobile USA, Inc. (NASDAQ: “TMUS”) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company’s advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile USA. Inc. provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit http://www.t-mobile.com

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