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Cincinnati Bell Director - Sales & Support in Cincinnati, Ohio

Position : Director - Sales & Support

Location : Cincinnati, OH

The following position is specific to BridgeLink, a start-up company within altafiber. BridgeLink will build and operate a WISP (wireless internet service provider) offering wireless internet services to rural counties throughout Ohio utilizing fixed wireless technology.

Job Purpose :

This position is responsible for overseeing all sales and support aspects for BridgeLink (new WISP product -- fixed wireless technology to provide internet services to consumer and small business customers).

Responsibilities include:

  • Building a team including management personnel and individual contributors to support a new start-up business

  • Sales (50%)

  • Implement and manage multiple sales channel -- outbound, inbound and events/D2D

  • Monitoring and performance against all critical metrics (revenue, core close, contact rate)

  • Call Center Operations (50%)

  • Implement and manage all aspects of call center operations including sales, billing, retention and technical repair troubleshooting

  • Monitoring and performance against all critical metrics (FCR, IR, ASA, AHT, ABD, Save/Retention, dispatch rate)

Essential Functions :

  • Management and oversight of a team responsible for all aspects of call center operations including, but not limited to, recruiting, hiring, staffing, training, quality, process improvement, knowledge management, budgeting, forecasting, real-time Adherence (RTA) as well as trends analysis and metrics reporting

  • Sales management experience across inbound, outbound and direct channels

  • Participate and collaborate with launch team to develop system/application business requirements, define operational solutions & process, assist with user acceptance testing

Education :

Four years of College resulting in a Bachelor's Degree or equivalent

Experience :

  • 10+ years of experience

  • Supervisory Experience

  • Process Improvement

  • Customer Service

  • Project Management

  • Financial Analysis

  • Force Management

  • Management of remote workforce

Special Knowledge, Skills, and Abilities :

  • Strong planning and execution skills

  • Experience with launching a start-up company

  • Demonstrated leadership, problem-solving, and communication skills

  • Demonstrated ability to implement and sustain a continuous process improvement environment

  • Demonstrated customer orientation and negotiation skills

  • Strong understanding of the end-to-end process, products, and services

  • Demonstrated root cause analysis experience

  • Demonstrated experience in performance management

  • Demonstrated ability to manage in a service intense environment

Work Environment :

Work is typically performed in a remote environment.

Supervisory Responsibilities :

Supervises management team that is responsible for management of individual contributors performance

Altafiber has been connecting what matters for more than 145 years. We are a leading technology company that delivers integrated communications solutions to residential customers and end-to-end IT solutions to business customers across North America. Our 4,300 employees across the United States, Canada, India, and the United Kingdom help the world connect, and support the communities we serve through an extensive fiber network and cloud-based solutions. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. Altafiber offers amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.