Senior Director, Customer Growth and Employee Development

Astound, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services-and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you'll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.

Job Summary:

Responsible for driving customer acquisition and retention, while also fostering a high-performing and engaged workforce. The role would involve developing and executing strategies for expanding the customer base, increasing revenue, and enhancing the employee experience. This role will also contribute to developing and implementing employee programs and initiatives to enhance skills, knowledge, performance, and calibrated quality expectations.

Where you will work: This is a hybrid opportunity! This position will sit in either Wilkes-Barre, PA; Bethlehem, PA; or San Marcos, TX.

Duties and Responsibilities:

• Develop and implement growth strategies and incentives which will drive new customer growth, retain existing customers and grow revenue

• Set clear goals, performance metrics and KPI's for the team that are aligned with business goals.

• Monitor and analyze KPI's to track progress and make data-driven decisions

• Build and maintain strong relationships with key stakeholders, both internally and externally

• Analyze commission and incentive programs for alignment with business goals

• Oversee the design and develop training programs that enhance employee skills and knowledge and assist leadership with coaching and development.

• Collaborate with senior leadership to identify key competencies and skills required for current and future roles and ensure training opportunities & resources are available to support these new skills

• Lead Quality Assurance efforts with high focus on customer satisfaction, consistency of customer interactions and calibrated metric scoring.

• Actively support, promote, and advance all aspects of Astound's Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.

• Other duties as assigned

Requirements/Qualifications:

Education: High school diploma or equivalent required

• College degree in Business, marketing or related field or equivalent business experience preferred

Experience:

• Minimum of 7 years call center experience preferred
• Minimum of 7 years sales experience) preferred
• Minimum of 7 years employee development experience preferred

Knowledge, Skills and Abilities:

• Ability to maintain a high level of motivation and enthusiasm, in order to drive successful action and results in a team environment

• Ability to effectively and appropriately communicate in various social contexts, ensuring others can understand and respond appropriately; this involves not only speaking clearly, but also listening, understanding cultural nuances, and choosing the right communication method for each situation

• Ability to motivate individuals to effectively work in a team setting toward a shared goal.

• Strategic mindset to formulate and implement effective long-term goals and plans

• Ability to effectively work with data, including analysis, visualization, and the ability to apply insights to solve problems and make decisions.

• Ability to understand and apply knowledge related to the telecommunications industry, which includes knowing and staying current on the competitive landscape, market drivers, and key players within the telecommunications industry.

• Ability to travel up to 25% to both internal and external vendor centers

Work-from-Home Requirements:

• You need a dedicated, private room in your home that is quiet during work hours.
• You must provide an Internet connection of 50 MB or more, which is hard-wired (Ethernet connected) from the modem to your company PC.
• Astound will provide all computer equipment.
• Your desktop work surface must have room for 2 PC monitors.
• In the event of disruptions resulting in a poor Internet connection or in-home disruption, you will be required to work from the office.
• Employees must live within a 60 mile commuting distance from the Wilkes-Barre, PA; Bethlehem, PA; or San Marcos, TX office.
• You will be required to sign a written form to acknowledge these work-from-home requirements.
• You must have a personal cell phone to install a security application.