Overview

Overview : At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? What You'll Do: The Supervisor-Consumer-Retail is responsible for the day-to-day operations of the TDS Consumer Retail team in the Retail Offices. As a result, they must be fully versed in all contact center specialties of Sales, Service Retention and OOT Construction Triage . Their primary function is to coach and develop their team of Retail associates to meet or exceed sales revenue targets, maximize customer satisfaction, grow the consumer customer base, achieve service level targets for calls and evaluate all aspects of consumer sales to ensure we are aligned with TDS's Core Behaviors. The position directs, supervises, coaches and evaluates performance of staff members. They are also responsible for day-to-day application of organizational policies and procedures, customer relations and the escalation of customer complaints. The position will utilize Key Performance Metrics (KPMs) to ensure we are exceeding our customer's expectations and achieving all of our revenue and performance targets. Unlimited Earning Potential: Salary + uncapped commissions. Hit your goals and earn $100,000+ annually! The individual selected for this position will be required to reside within a 45-minute driving distance from the Hobbs, New Mexico Retail store located at: 2827 N Dal Paso St Hobbs, NM or the Carlsbad, New Mexico retail store located at: 1092 N Canal St. Carlsbad, NM. Responsibilities : Hires, motivates and coaches a team of Customer Sales Representatives to meet or exceed revenue targets and performance expectations. Utilizes Key Performance Metrics (KPMs) to ensure we are exceeding our customer's expectations and achieving all of our overall revenue and performance targets. Support all training and ensures that appropriate training programs are implemented and attended by employees including, but not limited to Cash Management & Triage tasks. Conducts regularly scheduled team meetings and represents TDS at special events. Reviews sales reports, operational measurements, results and implements programs and methods to improve them. Coordinates activities that improve processes, remove barriers to our success, improve customer services, etc. Evaluates overall and individual performance against quality standards. Ensures that the established contact quality protocols are met and that representatives are following all department policies and procedures. Partners with representative to determine regular performance metric goals by setting short-term and long term goals and rolling the results up into quarterly and annual performance reviews. Reduces learning curve of new employees by doing additional training as needed and coaching for improvements on all performance metrics. Promotes changes in policy, procedures, goals, etc. Provides specific and timely observations on performance effectiveness which is supported by emailed documentation summaries from a call or in follow up emails. Supports commission and incentives including the verification of data, creating sales focused and fun incentives, and tracking results for reporting purposes. Reviews the associates schedule on a weekly basis and compares it to time entry to ensure accurate reporting. Works with COPP's team to make updates to the current procedures and communicates them as needed. Executes and supports OOT needs specific to pre-sales, post-launch, construction issues and triage support. Executes and supports marketing and sales plans by enthusiastically leading employees to the achievement of team objectives. Executes and supports plans and programs to ensure that high quality is delivered to delight our customers. Maintains customer relations