Group Director - Inside Sales and Customer Relations

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Job Summary:

The Group Director – Inside Sales & Customer Relations provides executive leadership for AmeriGas Call Centers driving profitable sales, through their effective leadership of the inside sales channel, business development tactics, and performance management. Collaborates across AmeriGas to develop and execute sales and marketing strategies by implementing programs and tools that drive base business growth. Responsible for meeting revenue goals generated through 120+ ISC employees.  This position also oversees customer affairs including public relations, industry affairs, and external customer communications.

Key Characteristics:

• Experienced and skilled leader in Call Centers, adept at managing a rapidly expanding, geographically dispersed team.
• Skilled at navigating a matrix environment across autonomous regions, providing guidance on and alignment with the various cross-functional teams and at all levels of the organization.
• Combines executive communication skills to influence all levels of the organization.
• Mentors, develops and guides the ISC and colleagues.
• Ability to develop relationships with industry, government, business, and regulatory stakeholders.

Duties and Responsibilities:

• Responsible and accountable for the successful operation and the performance of the Inside Sales Center.
• Provides sales leadership and demonstrates a comprehensive understanding of sales environment and issues
• Prioritizes resources against opportunities and secures investment when needed.
• Manages to an optimal headcount and structure; builds and sustains alignment to maximize salesforce productivity.
• In collaboration with the marketing department, drives sales and marketing strategies to achieve growth, revenue, and profitability objectives.
• Works on successful retention programs to drive customer retention in top geographies for our residential and commercial segments.
• Partners with the Human Resources to develop job descriptions, enlist recruitment efforts and manage the development of all Inside Sales Center roles.
• Directly responsible to lead Inside Sales Managers and functional support staff; selects, coaches, retains, and motivates/manages direct report performance.
• Work closely to determine strategic objectives for the company in relation to legislation and regulations that are conducive to company growth and profit improvement to include impacts on customer retention and business development activities
• Attend council and/or board meetings as necessary

Knowledge, Skills and Abilities:

• Proven leader in sales and contact centers; drives performance to achieve key performance metrics.
• Demonstrated ability to build cross-functional relationships and secure resources/investment.
• Effective multi-processing and superior time management skills; able to navigate and negotiate complex situations
• Superior strategy, business planning, and problem solving skills.
• Excellent motivation and culture building skills. 
• Strong knowledge of business systems and tools (CRM, SAP, Microsoft office products, database, internet)
• Superior leadership skills to manage a diverse and geographically dispersed sales team.

Education and Experience Required:

• Bachelor’s Degree or equivalent related experience; MBA preferred.
• 10+ years’ experience in Contract Center Management role 
• In-depth knowledge of inside sales strategy, tactics, marketing, and customer requirements. Experience operating in an industry with regulatory and safety requirements a plus.