The Inside Sales Manager manages a staff of Inside Sales Supervisors and provides leadership over the Inside Sales Team to ensure that customers are retained and that their needs are met. Accountable for the overall performance of Customer Service / Inside Sales functions and workgroups. Develops, implements, and manages internal processes, based on the organizational vision, that will contribute to the achievement of the company's business objectives and profitable growth, while delivering outstanding customer experience. Responsible for the design and implementation of improved processes or operational policies, driving the efficiency and effectiveness of both the Inside Sales Team and, by extension, the Outside Sales Team. Constantly evaluates the team's skills, competencies, and staffing levels to ensure the appropriate capabilities and capacity is maintained. Requires a high degree of experience and understanding of team management/development, customer service policies, and Airline processes/systems. Rely on experience and judgment to plan and accomplish goals. This position is a hybrid in-person in Bristol and telecommuting. Reports to the Director of Human Resources and Customer Experience.

Responsibilities:

Direct supervision of assigned Inside Sales Supervisors Collaborate with staff as member of the customer service leadership team Collaborate with Director of Sales to develop and implement policies, processes and improvements Collaborate with RSMs on customer issues that are escalated by the Inside Sales Team Complete performance evaluations for assigned Supervisors Build/Maintain an efficient/effective inside sales team that collaborates with peers and Outside Sales Engage with Inside Sales to be first line resource in daily customer inquiries Ensure all corporate policies are consistently enforced Ensure all departmental policies, processes, procedures are understood and executed Consistently provide oversight, guidance, and mentoring for Inside Sales Supervisors and Representatives. Identify needs and assist in recruitment of Customer Service Representatives Work with all other departments to coordinate and ensure customer requirements, and expectations are fulfilled, and conflicts are resolved to the satisfaction of the customer Develop and monitor metrics for inside team performance Perform other related duties and assignments as directed by management Competencies:

To perform the job successfully, an individual should demonstrate the following competencies: Analytical: Designs workflow and procedures to include statistical performance reports and score cards Problem solving: Identifies and resolves problems in a timely manner; works well as a leader or participant in group problem solving situations Project management: Coordinates projects; manages project team activities, monitors performance against milestones Technical skills: Strives to continuously build knowledge and skills as well as those of the overall team. Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits feedback to improve service; responds to requests for service and assistance; meets commitments Oral communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions with an understanding of the customer's perspective Written communication: Writes and types clearly and informatively; able to read and interpret written information Teamwork: Balances team and individual responsibilities; contributes to building a positive team spirit; able to build morale and group commitment to goals and objectives Leadership: Inspires and motivates others to perform well Managing people: Takes responsibility for subordinate activities; develops subordinate skills and encourages growth; fosters quality focus in others; improves processes, products and services Ethics: Works with integrity and ethically Organizational Support: Follows policies and procedures; supports organizational goals and values Judgment: Displays willingness to make decisions; exhibits sound and accurate judgment; includes appropriate people in decision-making process. Benefits: Medical/Dental/Vision/Disability effective first of the month after the hire date PTO accrual begins upon hire Referral bonuses 100% employee-owned plus 401k with company match