Description

As the Manager, Inside Sales & Loyalty, you’ll be the driving force behind our Residential Sales & Loyalty teams—leading from the front to inspire high performance, build exceptional customer relationships, and capture growth opportunities. You’ll oversee the development of strategies that not only boost revenue but also foster long-term loyalty from both customers and prospective dealer partners. This role calls for a results-focused leader who can motivate teams, implement innovative sales initiatives, and deliver operational excellence in alignment with company goals. Your leadership will ensure every interaction—whether it’s with a customer, a partner, or your team—reflects our commitment to service, loyalty, and success.

Duties & Responsibilities:

Assumes overall responsibility for inbound & outbound prospects for Contact Center Sales & Loyalty to include chat and email activities to ensure rapid and appropriate decisions and effective actions that elevate and sustain all departmental activities at the highest levels of efficiency.
Manage sales & loyalty activities to generate and/or maintain revenue.
Sets goals for the operation to ensure that the company can achieve its overall objectives.
Oversees high-level management activities across departments and personnel levels to ensure the integrity of budget, schedule, and technical performance of operations.
Ensures excellent service to all customers, external and internal, by coordinating department to operate as a team following Clearwave Guiding Principles for customer service.
Communicates to ensure that information, company goals and objectives, and performance are transferred promptly to all levels of personnel.?
Supports the team in embracing company initiatives and direction by providing a unified front with managerial decisions and modeling behaviors expected of the team.
Prepares and delivers periodic operational reports depicting achieved service levels.
Works closely with all local markets and construction to ensure we are providing a seamless experience to our customers in all markets.
Works to ensure that the department is operating at or below the expense budget.
Evaluates staffing levels to ensure the ability to meet objectives with total customer and colleague satisfaction; make recommendations on increasing or decreasing levels to maintain goals.
Provide input for the budget process including quota setting, roll-up of quotas to supervisors and managers, managing departmental expenditures and staying within budget guidelines, and running a fiscally responsible division.
Spearhead ongoing development within all levels of the organization.
Ensure the Inbound Sales organization follows laws and regulations relating to call center operations
Create a culture to improve sales performance through better processes, technology, and methodologies
Interface with other departments through written and verbal communications, specifically, but not limited to:
Marketing- Work to coordinate marketing activity that will drive increased calls to the centers within the desired audience and with relevant and timely messaging.
Training – Interface to identify Sales Specialists areas for improvement and coordinate ongoing training initiatives that will foster continuous improvement and be in-line with long term strategies.
Business Analysts – Coordinate and design the reporting needed to diagnose, identify trends and readily dashboard the status to your leadership team.
Field leadership – Coordinate efforts and process, to ensure consistency and best in the class process are being leveraged.
Operations – Work to ensure all deals are moving effectively from order to cash as efficiently and effectively as possible. Work to make changes in any area of opportunity identified to ensure a positive customer and employee experience.
Compensation/Incentives HR teams – Interface with HR and financial teams to assist with compensation plans, incentives for motivation, and to manage and monitor on target earnings expectations.

Requirements

What you bring:

Bachelor’s degree or equivalent years of work experience.
5 or more years of call center management, sales leadership, retention leadership and vendor management?
Excellent interpersonal, verbal, and written communications skills
Strong functional, analytical skills (budgeting, costing) in a call center environment
Strong relationship building, sales skills, and business acumen, including responsiveness and technical understanding of customers’ present and future needs
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures
Requires discretion regarding sensitive company information regarding client lists
Proficient in MS Word, MS Excel, MS PowerPoint?
Strong mathematical, analytical, communication, and organization skills?
Knowledge of Call Center and management best practices
Experience and familiarity with implementing continuous improvement concepts that will increase operational effectiveness at all levels
Self-motivated and must excel in a minimally managed, high profile position?
Experience creating policies and procedures and developing workflow/processes?
Ability to travel to between various call centers and office locations along with Vendor sites?

What’s In It for You:

We value your talent and your time, and we invest in both.

Base Salary + Bonus.

Day-One Benefits Include:

Medical, Dental, Vision – protect yourself and your family starting your first day.
401(k) with Immediate Match – plan your future with company contributions vested upon hire.
Up to 20 Days PTO in Year One – because balance fuels performance.
Company-Paid Life & Disability Insurance – plus voluntary supplemental coverage options.
HSA/HRA Contributions & FSA Plan – extra support for your health expenses.

Why Clearwave Fiber

Here, you’ll join a growing, collaborative, and supportive team where your work has purpose and your success is celebrated. You’ll have the ownership to make decisions, the courage to take on challenges, and the resources to turn opportunities into wins.

Pre-hire Assurance:

Rest assured, Clearwave Fiber prioritizes the safety and security of our associates and customers. Job offers are contingent upon successful background checks, drug screenings, and reference checks. Once cleared, embark on a fulfilling and rewarding career journey with us.

Equal Opportunity Employer:

Clearwave Fiber is proud to be an Equal Opportunity Employer, fostering a diverse and inclusive workplace.