Asst. Manager - Contact Center Sales

Description

Primary Roles & Responsibilities

We are seeking a dynamic and visionary Sales Leader to drive strategic growth, innovation, and exceptional customer experiences within our contact center environment. The ideal candidate for the Assistant Manager, Contact Center Sales position embodies GM's Behaviors and brings an insatiable appetite to create effortless, personalized, industry defining contact center experiences for our customers and front-line employees. This position will support and manage the creation and implementation of business solutions across our Subscription Sales teams to achieve seamlessly connected, outstanding customer experiences that result in improved customer satisfaction and sales performance. This includes creating a We are GM culture founded on the GM Behaviors and our Contact Center Operations Uncompromising Promises.

Working with cross-functional teams, this role will be responsible for partnering with various internal and external stakeholders to lead & support strategy and drive performance in collaboration with contact center supplier partners to achieve key performance metrics within Sales and deliver exceptional member experience. The ideal candidate will have the ability to build strong relationships, develop strategies aligning with key organizational objectives, communicate business objectives, and drive for results. This position requires someone who is a fast learner, thrives in a fast-paced sales environment, is a thought-leader and always thinks customer first. A progressive track record with a proven ability to impact and influence change, drive improved sales and revenue generation, collaborate and influence across all functions, effectively prioritize, and thrive in an ambiguous / fast-paced environment is a must.

Key Leadership Competencies:

• Customer-First Mindset : leverage insights and engage team and key stakeholders to strategically evaluate quality and operating metrics, exchange ideas and develop strong relationships while delivering on goals and objectives that drive business results.
• Outcome-Oriented: articulates desired outcome(s) and works collaboratively to create a path to achieve it; demonstrated ability to manage multiple projects/programs. Proven performance leadership skills.
• Analytical: synthesize complex or diverse information; uses intuition and experience to complement data; ability to effectively communicate and translate business needs both internally and to cross-functional teams; proactively identifies and resolves problems in a timely manner & find innovative solutions to complex problems and adapting to new challenges.
• Project/Program management: demonstrated ability to participate in multiple/simultaneous launches of new programs/projects with excellence and effectively communicate status/changes/roadblocks to multiple levels within the organization. Leads change while demonstrating perseverance amidst changes and setbacks.
• Innovation: demonstrated ability look ahead, anticipate challenges, identify emerging trends and to ideate and find creative solutions to drive change with the ability to approach challenges with a solution-oriented mindset. Continuous Improvement: Cultivating a culture of learning and innovation, constantly looking for ways to improve performance and experience.

• Drive Technology-Enabled Transformation
  Leverage advanced technologies and digital tools to create frictionless, personalized end-to-end customer experiences that strengthen loyalty and accelerate revenue growth.
• Lead Enterprise Performance Strategy
  Define and execute strategies that elevate both Sales and Customer Satisfaction (CSAT) metrics, ensuring alignment with organizational objectives and customer-centric principles.
• Champion Operational Excellence Across the Enterprise
  Partner with cross-functional leaders to design and implement strategic initiatives that optimize processes, enhance advisor capabilities, and deliver measurable improvements in sales and experience outcomes.
• Deliver Strategic Insights for Business Evolution
  Translate emerging trends, customer pain points, and performance gaps into actionable strategies that shape future customer engagement models and drive continuous improvement.
• Redesign Processes and Incentives for Growth
  Architect advisor tools, incentive structures, and sales flows that align with long-term strategic priorities, fostering a culture of innovation and performance excellence.
• Transform Data into Strategic Action
  Apply advanced analytics and storytelling to convert complex data into compelling insights and executive-level recommendations that influence decision-making and drive growth.
• Lead Strategic Projects and Innovation Initiatives
  Oversee high-impact projects that introduce new capabilities, improve customer experience, and position the organization for future success.
• Solve Complex Business Challenges
  Apply critical thinking and advanced problem-solving skills to address unique, high-stakes challenges with innovative, scalable solutions.
• Leverage CRM and Digital Platforms for Experience Optimization
  Utilize deep expertise in CRM tools and applications to enhance advisor efficiency and deliver superior customer engagement.
• Foster a Culture of Engagement and Innovation
  Lead initiatives that create a workplace of choice, driving advisor engagement, retention, and a culture that prioritizes customer experience and continuous improvement.
• Ability to serve as "On Call" (24x7 accessibility via phone) on a rotational basis

• Proven Leadership in Sales Strategy & Customer Experience
  Demonstrated success in shaping and executing enterprise-level sales strategies that drive revenue growth and elevate customer satisfaction.
  • Strong Sales background and skills to lead revenue generating teams across contact center channel

• Executive Communication & Influence
  • Exceptional ability to craft and deliver strategic presentations, influence decision-making, and communicate vision across all levels of the organization.
  • Excellent interpersonal abilities that enhance awareness and involvement within the organization
• Complex Problem-Solving
  • Skilled in addressing high-stakes, ambiguous challenges with innovative, scalable solutions.
  • Strong strategic thinking and problem-solving skills
• Project Leadership
  • Proven ability to lead & manage enterprise-wide initiatives and special projects from concept to execution, ensuring alignment with strategic priorities.
• Data-Driven Decision Maker
  • Advanced analytical skills with the ability to translate complex data into actionable insights and compelling narratives for senior leadership.
• Technology & CRM Proficiency
  • In-depth knowledge of CRM platforms and digital tools to optimize advisor performance and customer experience.
• Strategic Partnership Management
  • Ability to build and maintain strong relationships with supplier partners and internal stakeholders to align on business objectives and deliver exceptional outcomes.
• Passion for understanding customer needs and delivering exceptional customer experiences
• Track record of driving revenue growth and improving customer experience
• Post-Secondary Education is an asset
• Skilled in Microsoft Office suite of tools

• Supplier Management/Contact Center related experience
• Knowledge of contact center operations and workforce management processes
• Effective leadership style, compatible with the team culture: collaborative, flexible, innovative and results-oriented
• Affinity to facilitate problem solving and collaboration
• Experience in establishing effective partnerships within and outside of the organization