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? 

As the Sr Manager - Consumer Contact Center Sales, you will be responsible for the strategic direction consumer sales, retention, and revenue generating operations activities in the sales contact center and retail operations. This responsibility includes managing contact center operations to add and retain profitable residential customers via inbound call center, outbound call center, retail stores, web chat, customer email and social media.  In addition, you will be responsible for consumer sales strategy development, including vendor analysis, improving sales results and culture, sales coaching, and partnering with Marketing and Product Management leadership to develop aligned consumer sales strategy. You will consult on projects completed by other departments within the organization.

You will manage and direct several teams critical to executing TDS’s strategy:

• The Consumer Sales wireline and cable call center and retail teams which acquire, retain, and provide ongoing billing support to consumer wireline and cable customers in order to achieve sales and revenue targets.
• The Consumer Sales Support teams which are responsible for development, coaching, and support of the sales teams
• The Financial Services group for both Consumer and Commercial responsible for handling all in- and outbound collection calls and processing back-end work associated with the collections process.

Although our preferred candidate would reside within a reasonable commuting distance of Madison, WI, this position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.  

• Lead the strategy and implementation of all consumer call center sales and service level activities for cable and wireline segments to achieve sales and revenue targets including sales, service, retention, collections and sales development. Work closely with Sales Operations and Compensation teams to develop and maintain competitive compensation plans.
• Allocate budgeted monthly targets for all contact center sales teams (inbound, multi-channel and retail) and provide operational direction to teams related to meeting key performance metrics aligned with company goals for revenue and customer churn.
• Lead TDS’s retail initiatives by providing strategic direction and management to the consumer cable and wireline retail teams.
• Provide ongoing support and input on operations strategy for new markets, new products, Product Management initiatives, and acquisitions support.
• Work closely with Marketing and Product Management teams to complete strategy for attaining sales, revenue, and churn targets.  Provide operations direction to Marketing and Product Management team regarding marketing/product issues that may arise that impact operational activities.

Required Qualifications

• Bachelor’s degree (or higher) -OR- 4+ years professional work experience.
• 7+ years of experience in sales, customer service and/or telecommunications.
• 5+ years of leadership experience, to include experience and exposure to areas such as hiring, performance management and coaching/mentoring. 

Other Qualifications

• Competitive telecommunications industry experience.
• Strong strategic planning skills with experience in customer acquisition and retention.
• Ability to plan and execute sales strategies that will produce revenue and results.
• Ability to analyze sales operations for success, profitability and customer loyalty and satisfaction of service provided.
• Previous management and supervisory experience.
• Excellent oral and written communication skills, including presentation skills.
• Excellent organizational skills, follow-through, and attention to detail.
• Knowledge of up-to-date telecommunications policies, standard practices, laws, regulations and proposed changes and the ability to apply them consistently.
• Strong computer skills (knowledge of Microsoft Office preferred).
• Excellent teamwork skills and ability to work with employees at all levels.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today! 

Benefits 

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority! 

Associates scheduled to work 20 or more hours per week have access to: 

• Medical Coverage 

• Dental Coverage 

• Vision Coverage 

• Life Insurance 

• 401(k) Plan 

• Generous Vacation & Paid Sick Leave 

• Seven Paid National Holidays & One Floating Holiday 

• Paid Parental Leave (6 weeks after 12 months of employment) 

• Adoption & Surrogacy Assistance 

• Employee Assistance & Wellness Programs 

Associates working 30 or more hours per week additionally have access to: 

• Short-Term & Long-Term Disability 

• TDS Service Discounts 

• Education Assistance 

• Paid Volunteer Time 

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here. 

Who is TDS Telecom? 

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!  

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the diversity of our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law. 

Pay Transparency 

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.