Sr. Director, Sales Onboarding & Performance Development

Broadcast Music, Inc. • Nashville, TN

2d

About The Position

Implements new Licensing Representative’s first year experience. Designs and delivers quality development strategies to support the needs of Licensing. Partners with Licensing leadership, various Licensing teams, Information Technology, and Human Resources to ensure a successful onboarding experience and Quality program that meets the needs of Licensing. Ability to generate new business and provide development opportunities that can increase team member effectiveness.

Requirements

• Bachelor’s degree in related field required. Masters’ degree preferred.
• Minimum seven years’ experience designing and delivering coaching and quality development. Experience using a call quality platform required. Minimum five years’ experience hiring, onboarding, and managing team members required.
• DDI’s Targeted Selection experience preferred.
• Experience in a call center or customer contact center strongly preferred.
• Adept at using innovative approaches to deliver quality development.
• Exceptional presentation skills including ability to facilitate, listen, write, and speak effectively.
• Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches team members to meet high performance standards.
• Strong interpersonal skills: ability to establish good working relationships internally and externally including strong negotiation and conflict management.
• Exemplary planning and organizational skills, along with a high degree of detail orientation.
• Highly motivated self-starter who takes initiative with minimal supervision.
• Innovative problem-solver who can generate workable solutions and resolve issues.
• Flexible and adaptable to manage multiple priorities, assignments and tasks in high-paced environment including the ability to manage and adapt to change.
• Personable professional whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce.
• Contact center knowledge and best practices including customer relationship management (CRM) experience such as Salesforce; fluent with Microsoft Office (Microsoft 365 a plus).

Responsibilities

• Sales Onboarding
• Participates in the candidate selection process, including resume review, interviewing, and making hiring decisions and/or recommendations for Inside Sales roles.
• Manages the new hire schedule and pulling together the necessary resources.
• Facilitates new hire training and supporting assessments ensuring engagement, knowledge transfer, and associated growth in a new hire’s skills and abilities.
• Directs the Director, Sales and Performance Development Coach, Sales efforts to ensure that individual growth opportunities are identified, and a plan is executed to develop them.
• Performance Development
• Creates and implements a growth and development initiative for Licensing Sales team members, incorporating performance coaching, new hire and ongoing training, and quality development.
• Designs, develops, and delivers the coaching strategy for all Licensing Sales team members.
• Directs the Performance Development Coach, Sales activities to align coaching strategy with growth and development goals.
• Supports coaching initiatives for Chain Sales & Centralized Accounts, Customer Relations, and Collections Services as needed.
• Designs, develops, and delivers a training program that meets the needs of onboarding Sales new hires and offers ongoing training of knowledge, skills, and abilities.
• Partners with the Instructional Designer/Trainer to align the training program with growth and development goals.
• Supports training initiatives for Chain Sales & Centralized Accounts, Customer Relations, and Collections Services as needed.
• Designs, develops, and delivers a quality development program for all Licensing Sales team members that engage in customer interactions.
• Administers, monitors, and reports the call quality application utilized for call recording and scoring of Licensing Sales calls.
• Aligns the quality development program to support training initiatives.
• Supports call quality initiatives for Chain Sales & Centralized Accounts, Customer Relations, and Collections Services as needed.
• Sales Process
• Organizes and manages the Inside Sales new business process documentation.
• Partners with Sales leadership to identify process improvements to build greater effectiveness and efficiencies.
• Partners with Licensing Operations to ensure process improvement and enhancement requests are logged and prioritized appropriately.
• Partners with Licensing Research and Development to identify opportunities to improve upstream/downstream pain points and to build greater process cohesion.
• Identifies training and coaching opportunities associated with process adherence and partner with the Performance Development Coach, Sales to implement training and coaching.
• Additional Responsibilities
• Provides project management and leadership to Licensing initiatives on an ad hoc basis.
• Regular attendance.
• Supports BMI Core Values and cultivate a culture of diversity and inclusion.
• Other duties as assigned.

Benefits

• Health, dental, and vision insurance
• 401K with employer match
• Flexible spending accounts
• Paid vacation and paid sick/personal time
• 12 paid calendar holidays
• Paid volunteer time off
• Summer hours that offer more time for fun in the sun
• Company paid life insurance
• Up to 12 weeks paid parental leave
• Tuition assistance for qualified team members
• Commuter benefits (New York)
• Amazing and engaging culture
• Employee Resource Groups

What This Job Offers

• Job Type: Full-time
• Career Level: Director