[Remote] Director, Inside Sales- Comcast Business
Note: The job is a remote job and is open to candidates in USA. Comcast is a leading technology provider to small businesses and enterprises, offering a suite of connectivity and communication solutions. The Director of Inside Sales will lead the customer retention strategy and performance for Business Customer Loyalty and Retention operations, overseeing teams in a call center environment and ensuring effective execution of retention initiatives.
Responsibilities
- Own and execute customer retention strategy across inbound and outbound channels
- Drive achievement of retention goals, save rate performance, churn reduction, and revenue preservation, and sales of value-add solutions
- Provide overall leadership and direction to Business Class Retention / RAE teams
- Ensure consistent and effective use of marketing campaigns, save offers, and retention programs
- Oversee daily retention operations including work queues, call handling, and system utilization
- Establish performance management routines including KPIs, dashboards, and operating reviews
- Track, analyze, and report retention performance, trends, and customer feedback
- Oversee call quality, monitoring, coaching, and training programs for retention teams
- Develop and execute coaching strategies to improve negotiation, objection handling, and solution-saving skills
- Improve retention processes, workflows, and operational efficiencies
- Ensure compliance with policies, procedures, and offer governance standards
- Collaborate with Sales, Operations, Finance, IT, Legal, and other partners to resolve complex customer issues
- Serve as escalation leader for high-impact or complex customer retention cases
- Drive a positive, high-performance culture aligned to customer experience and sales objectives
- Hire, develop, coach, and evaluate leaders and frontline retention staff
- Analyze retention drivers, disconnect reasons, and market intelligence to inform strategy
- Support departmental budgeting, resource planning, and capacity alignment
- Exercise independent judgment in matters of operational and customer significance Shares successes and new ideas with team members to achieve both individual and team goals
- Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
- Other duties and responsibilities as assigned
Skills
- Bachelor's Degree
- 10 Years + relevant work experience
- Current or previous CB Sales leadership experience highly preferred
Benefits
- Our sales compensation programs offer the potential for significant upside above targeted earnings for those who overachieve their sales targets.
- Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.
- Additionally, Comcast provides best-in-class Benefits to eligible employees.
- We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.
- That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.
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