Senior Manager - Sales Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🤑 Sales

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Lumos

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

🤝 Non-profit

🤲 Charity

🌍 Social Impact

Non-profit • Charity • Social Impact

Lumos is dedicated to realizing every child's right to a family by transforming care systems around the world. The organization shed light on the root causes of family separation, such as poverty, conflict, and discrimination, and advocates for government reforms to support families. Lumos fights against the harmful impact of institutional care on children, aiming to reunite them with their families and communities through strategic initiatives and support.

📋 Description

• Lead, mentor, and develop Business, Enterprise, and MDU Sales Support teams • Oversee daily Service Delivery Call Center operations, including staffing, scheduling, call volume, adherence, payroll, overtime, and PTO • Establish and monitor productivity goals and KPIs, including cutover intervals, ON Tracks, service delivery timelines, and other performance measures • Analyze team performance, revenue targets, workload, and operational demands to adjust staffing, priorities, and workflows • Improve sales order processes to reduce order lifecycle times while maintaining accuracy, quality, SLA compliance, and a positive customer experience • Use Calabrio, Five9, and other operational tools to monitor adherence, quality, productivity, and overall team performance • Partner across Sales Support, Service Delivery, Engineering, Field Operations, and other teams to resolve issues and keep customer orders moving • Communicate process changes, business updates, and expectations across the team • Identify, test, and implement process improvements that increase efficiency, scalability, and customer satisfaction • Lead and support departmental and cross-functional projects tied to business goals, operational improvements, and the customer experience

🎯 Requirements

• Applicants must be at least eighteen (18) years of age at the time of application • Solid understanding of sales order workflows, call center operations, and Business, Enterprise, and MDU service delivery • Proven ability to lead, coach, and develop teams while setting clear expectations and addressing performance gaps • Experience establishing and managing KPIs, productivity goals, staffing needs, and service-level expectations • Experience with Calabrio, Five9, or similar workforce management and call center platforms • Strong analytical and problem-solving skills with the ability to use performance data to identify trends and drive improvements • Excellent communication and relationship-building skills with the ability to work effectively across teams and levels of the organization • Ability to manage multiple priorities, make sound decisions, and adapt quickly in a fast-paced environment • 6+ years of experience in Business Sales Support, Service Delivery, sales operations, or a related function • 3+ years of leadership experience managing and developing teams • Experience supporting Business, Enterprise, or MDU customers within telecommunications or a similar service-based environment • Experience leading call center or service delivery operations with responsibility for staffing, productivity, quality, and performance • Demonstrated success improving sales order or service delivery processes to increase efficiency and reduce cycle times • Comfortable partnering across Sales, Engineering, Field Operations, and other teams to solve problems and improve the customer experience • Constantly operates computer, keyboard, and related peripherals • Frequent sedentary periods using computer, keyboard, and other peripherals • Near-constant use of sight, speech, hearing, comprehension, and reasoning

🏖️ Benefits

• Comprehensive health, dental, and vision coverage • Competitive compensation packages, including bonus options for eligible positions • Paid Time Off & Paid Holidays • Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) • 100% employer-paid life and disability insurance • Employee Assistance Program (EAP) with access to professional support for life’s challenges • 401K plan with up to 5% employer contribution and a self-directed brokerage option • Wellness program offering education and cash incentives for gym attendance and nutrition programs • Employee referral bonuses • Discounts on Lumos Fiber Internet for employees who live in service areas