Associate Director-Sales Retention/Collections
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. As an Associate Director-Sales Retention position your tasks may include, but are not limited to, the following: Leads, coaches, and develops managers that supervise frontline inbound consumer representatives to exceed all sales, collections, 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.
Requirements
- 8+ years of related sales experience.
- Must be 100% bilingual in Spanish, reading, writing, and speaking.
- Proven collection experience
- Proven leadership experience
Responsibilities
- Leadership and Customer Experience: 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.
- Data Analysis and Strategy Development: Analyze data to develop and implement strategies that drive revenue generation and continuous improvement.
- Operational Management and Efficiency: Direct daily activities and execution of call center operations to achieve revenue goals, service metrics, enps, and cost effectiveness.
- Strategic Policy and Innovation: Implement strategic policies and develop innovative initiatives for technology, corporate compliance, training, and workforce planning.
- Collaboration and Alignment: 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.
- Virtual or hybrid leadership operational experience: Strong operational and engagement experience leading virtual, hybrid or in office teams. Understand dynamics of technology, coaching and development to overdeliver on all key metrics and employee engagement.
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
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What This Job Offers
Job Type
Full-time
Career Level
Director
