Associate Director-Sales Retention

AT&T•San Antonio, TX

2d•Onsite

About The Position

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections. Overall Purpose: To lead, direct, coach and develop a direct report team of 10 managers to optimize an office over 150+ representatives in a consumer call center, driving revenue growth through effective sales, upselling and retention strategies while ensuring superior customer service and satisfaction. Create an environment that fosters high performance and high employee engagement.

Requirements

Bachelor’s degree (BS/BA) desired.
8+ years of related sales experience.
Bilingual, English and Spanish required.

Responsibilities

Lead a consumer sales and retention organization to exceed sales, retention, productivity, and customer experience objectives and create an environment that fosters engagement and high performance.
Analyze data to develop and implement strategies that drive revenue generation and continuous improvement.
Direct daily activities and execution of call center operations to achieve revenue goals, service metrics, enps, and cost effectiveness.
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 relationship. Maintain a cordial and collaborative relationship with union leaders while leading a bargained for employee base.
Leads, coaches, and develops managers that supervise frontline inbound consumer representatives to exceed all sales 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.

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