Associate Director, Interim
BMI
Nashville, TNThis was removed by the employer on 10/3/2016 2:12:00 PM PST
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Full Time Job
POSITION SUMMARY: During a term of six months, demonstrate abilities essential for successful management in Licensing Sales. Manage and coordinate team work objectives to grow new sales revenues and, as assigned, tele qualification efforts associated to lead generation. Assist management in overseeing team members to ensure productivity, sales and/or lead generation levels are met and or exceeded. Provide day-to-day coaching and training of staff while acting as knowledge lead and resource for assigned team.
FUNCTIONS OF THE JOB
Essential Functions: Which may be representative but not all inclusive of those commonly associated with this position.
• Demonstrate coaching behaviors: Coach and develop team members to meet or exceed individual monthly goals. Lead and develop individual and team performance utilizing company processes and resources. Assist in maintaining a staff skill set inventory that includes identifying gaps and opportunities for staff. Recognize outstanding performance including identifying team members with high potential and recommend opportunities for growth with corresponding development activities. Provide on-boarding for new team members as well as ongoing education and coaching to train and motivate staff to acquire new sales and leads in order to maximize revenue and provide superior service to our licensees. Utilize available technology to assist in the recording and archiving of telephone calls to be used in training and coaching sessions.
• Demonstrate a results focus for driving to targets: Responsible for ensuring that the respective revenue goals are met. Responsible for ensuring that the respective revenue goals and productivity level thresholds are met.
• Demonstrate Continuous Improvement Skills: Provide recommendations for changes to processes that would suggest greater efficiency and effectiveness. Provide basis for recommendation, supporting analytics and suggestions for reducing risks of implementation.
• Demonstrate Influence, Negotiation and Persuasion Skills: Provide guidance and direction for management decision points regarding file assignment within the sales process. Assist management with the sales and lead generation process including and not limited to interacting with prospects and serving as a point of escalation for complex or difficult calls. Recommend changes in case load and/or work assignments for team members. Engage cross functional resources in order to achieve goals are met.
• Demonstrate Adaptability and Flexibility: Develop and coordinate team meetings and training activities. Provide direction and assistance with managing all assigned opportunities with team members. Perform other duties and projects as needed.
• Demonstrate Handling Conflict and Difficult Discussions: Manage to call handling standards, service level criteria and performance monitoring measures. Listen, evaluate and score calls using quality assurance program tools and processes; identify strengths and opportunities, then provide feedback to team members. Provide assistance and information on assigned team members for annual performance evaluations; as needed.
• Demonstrate Ability to Manage Resources (People, Time, Money) Wisely: Track all assigned team members clock in times and schedule adherence via company system and reporting. Serve as a point of contact for all tele-qualifying questions, issues or problems and/or support for all functioning areas within or outside of licensing. Work with management regularly on reporting on tele-qualification production; including KPI data, call center metrics, and staff performance. Guide lead-generation activity to support inside sales. Assist with scheduling all off-dialer and dialer campaigns associated to lead generation efforts. Partner with designated leaders in ensuring that all schedules, staffing and resource needs are in line with department objectives.
Supervisory Responsibilities:
Directly supervises departmental employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
POSITION QUALIFICATION REQUIREMENTS
Education: Bachelor’s degree or equivalent required. Business Management major preferred.
Experience:
• Minimum one year of contact center management experience preferred. Customer service, sales, negotiation experience required.
• Must be in good standing with strong record of meeting and exceeding expectations.
• If part-time, completed 90 days of employment.
• If full-time, completed six months of employment.
Skills and Abilities: Which may be representative but not all inclusive of those commonly associated with this position.
• Results Focus – Output Orientation
• Sales/Persuasion/Influence Skills
• Adaptability/Flexibility
• Handling Conflict or Difficult People
• Team Orientation
• Time Management
• Timeliness/Attendance
• Personal Energy/Enthusiasm
• 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 Suite
Machines, Tools, Equipment and Work Aids: Which may be representative but not all inclusive of those commonly associated with this position.
• Personal computer and associated software.
• Normal office equipment.
Licenses/Certifications Required: Which may be representative but not all inclusive of those commonly associated with this position.
• None