Assistant Manager Contact Center Sales

Description
This role is categorized as hybrid. This means the successful candidate is expected to report to GM Global Technical Center three times per week, at minimum.
Primary Roles & Responsibilities:
The ideal candidate for the Assistant Manager, Contact Center Sales position embodies GM's Behaviors and brings an insatiable appetite to create effortless, personalized, industry defining contact center experiences for our customers and front-line employees. This position will support and manage the creation and implementation of business solutions across our Subscription Sales teams to achieve seamlessly connected, outstanding customer experiences that result in improved customer satisfaction and sales performance. This includes creating a We are GM culture founded on the GM Behaviors and our Contact Center Operations Uncompromising Promises.
Working with cross-functional teams, this role will be responsible for partnering with various internal and external stakeholders to lead & support strategy and drive performance in collaboration with contact center supplier partners to achieve key performance metrics within Sales and deliver exceptional member experience. The ideal candidate will have the ability to build strong relationships, develop strategies aligning with key organizational objectives, communicate business objectives, and drive for results. This position requires someone who is a fast learner, thrives in a fast-paced sales environment, is a thought-leader and always thinks customer first. A progressive track record with a proven ability to impact and influence change, drive improved sales and revenue generation, collaborate and influence across all functions, effectively prioritize, and thrive in an ambiguous / fast-paced environment is a must.
Key Leadership Competencies:

• Customer-First Mindset : leverage insights and engage team and key stakeholders to strategically evaluate quality and operating metrics, exchange ideas and develop strong relationships while delivering on goals and objectives that drive business results.
• Outcome-Oriented: articulates desired outcome(s) and works collaboratively to create a path to achieve it; demonstrated ability to manage multiple projects/programs. Proven performance leadership skills.
• Analytical: synthesize complex or diverse information; uses intuition and experience to complement data; ability to effectively communicate and translate business needs both internally and to cross-functional teams; proactively identifies and resolves problems in a timely manner & find innovative solutions to complex problems and adapting to new challenges.
• Project/Program management: demonstrated ability to participate in multiple/simultaneous launches of new programs/projects with excellence and effectively communicate status/changes/roadblocks to multiple levels within the organization. Leads change while demonstrating perseverance amidst changes and setbacks.
• Innovation: demonstrated ability look ahead, anticipate challenges, identify emerging trends and to ideate and find creative solutions to drive change with the ability to approach challenges with a solution-oriented mindset. Continuous Improvement: Cultivating a culture of learning and innovation, constantly looking for ways to improve performance and experience.

Key Responsibilities:

• Leverage technology to deliver seamless, positive end-to-end customer experiences that foster loyalty and drive revenue growth
• Lead performance of Sales and CSAT
• Improve Sales and CSAT performance across enterprise by driving operational excellence and partnering with cross-functional teams on strategic initiatives to drive desired results
• Provide insights such as new and emerging trends, top call drivers/customer pain points, business shifts and performance gaps to improve the member experience
• Enhance process, advisor tools, incentive structures, sales flows to align with strategic initiatives and drive performance of revenue KPI's
• Communication with supplier partner(s) on any business changes, tools, initiatives etc.
• Utilize strong analytical skills to transform data into actionable information to enhance Sales performance. Ability to gather data and create content/presentations with a strong storytelling ability
• Project management in implementing special projects or initiatives
• High level of problem solving and analytical ability where problems are very unusual and difficult
• Ability to serve as "On Call" (24x7 accessibility via phone) on a rotational basis
• Championing needs of contact center supplier partner and align on business expectations
• In depth understanding of relevant CRM tools and applications
• Lead cultural workplace of choice initiatives to ensure a positive and engaging work environment for advisors

Qualifications

• 4 years sales experience
• Strong sales background and skills to lead revenue generating teams across contact center channel
  • Sales experience - support and drive sales culture within contact center environment, partner with Line of Business stakeholders to develop and roll out sales strategic and improvement initiatives
• Strong personal skills to support organizational awareness and participation
• Demonstrated ability to manage multiple projects / programs
• Passion for understanding customer needs and delivering exceptional customer experiences
• Strong analytical skills with demonstrated ability to transform data into actionable information
• Strong communication skills and ability to tailor communication style, frequency and approach for multiple audiences, including working teams, colleagues and senior executives
• Ability to work with / manage supplier partners
• Proven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to partners to improve performance
• Ability to delegate and follow up/follow through to resolution
• Skilled in Microsoft Office suite of tools
• Bachelors degree or relevent experience

Additional Candidate Qualifications include:

• Supplier Management/Contact Center related experience
• Knowledge of contact center operations and workforce management processes
• Effective leadership style, compatible with the team culture: collaborative, flexible, innovative and results-oriented
• Affinity to facilitate problem solving and collaboration
• Experience in establishing effective partnerships within and outside of the organization

Additional Description
This role may be eligible for relocation benefits.
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE
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