| Opportunity Number: | 21132139 | | Company Name: | Hewlett-Packard Company | | Location: | Boise, ID US | | Categories: | Information Technology
Engineering & Architecture | | | Updated: 8/30/2010 |
Consumer Direct Call Center Manager
| Title: Consumer Direct Call Center Manager
Location: Idaho - Boise
HP Home & Home Office Call Center Manager
The Call Center manager plays a critical role in the business team at the HP Home and Home Office (HHO) Store, driving HP's award-winning consumer direct inbound call operations. The store's mission is to deliver the best consumer experience for consumers seeking home & home office computing solutions. The manager will be a member of the HHO Store team within the Consumer Exchange division, which is responsible for driving the direct channel's overall business performance and customer experience by providing leadership in defining call center strategy for assigned categories. The position is located in Boise, ID.
Key responsibilities:
* Responsible for building & growing a world class contact center sales team and culture
* Manages the business performance of the call center channel of the HHO store, driving channel revenue, margin, average selling prices, average order sizes, and connect/attach goals.
* Directs, develops and leads a team of 200 sales and services professionals
* Develops strategies for increasing revenue, conversion and margin through the optimization of selling processes
* Responsible for cascading targeted goals through the organization to drive relative performance.
* Partners with product management groups in relevant IPG, PSG and backend orgs to facilitate channel planning and competitive strategies to drive profitable sales growth, gain alignment, & drive consistency in our go to market programs.
* Key representative to senior management on the performance of the call center and core advisor on channel related initiatives.
* Support for sales performance driven through a variety of sales motions including inbound sales calls (primary), Outbound sales calls, In-house & third party multi geography sales/call centers transfers, escalations, E-mail & Chat, and Click to call
* Will be responsible for budget, development and execution of programs.
* Improve processes for managing business basics: fact-based decision-making, forecasting, inventory management, website merchandising, and promotional effectiveness.
* Clearly articulate requirements for reporting and analytics as part of product design.
* Analyze the external marketplace, industry trends customers, and competitors to identify potential business optimizations.
* Be a relentless customer advocate with an undeterred focus on delivering a world-class online store experience.
* Responsible for setting recruiting and managed attrition goals and objectives & managing organization to those metrics
* Motivate sales force to sell products and services through effective management of sales incentive programs (SPIFFS, Contests, Awards, etc.), career development and reporting mechanisms.
* Ensures people asset is well equipped to meet customer demands and inquiries through strategic training plan and execution to the plan. Training asset to include product knowledge, sales skills and world class customer satisfaction skills
* Manage and develop a top performance team to level that can compete with best in class in all product categories by:
* Setting and achieving Sales Quota goals, Margin goals, and sub-metrics
* Management of Compensation Plans (Base Incentive)
* Develop and share best practices for SPIFFS, Contests, Awards & other incentive programs
* Optimize training - sales skill, product & sales tools
* Optimize quality & improved process efficiencies
* Manage both voluntary and involuntary attrition rates so this is a competitive advantage & we are retaining top talent
* Bachelors degree or equivalent in marketing or business administration. MBA preferred.
* Minimum of 5 years experience in consumer sales, and/or call center management.
* Results oriented with a positive, can-do attitude.
* Must have in-depth knowledge of ecommerce/call center/retail selling processes.
* Experience in negotiating and managing partnerships, alliances or major accounts.
* Exceptional business judgment and extremely high level of initiative.
* Demonstrated financial and analytical skills.
* Exceptional leadership and communication skills.
* Management experience of call center, either in-house or outsourced.
* Demonstrate ability to multi-task and succeed in fast-paced, dynamic environment.
Preferred
* MBA
* Experience with e-commerce or web-based businesses
* Prior sales/merchandising buyer experience in consumer retail/ecommerce or catalog
* Management experience
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