Chat Growth Manager
Tesla participates in the E-Verify Program
The Role
The Chat Growth Manager is responsible for growing Tesla’s Chat channel. The ideal person for this role will have a solid history of managing and growing inbound/outbound call centers that have sales and chat teams. This person is eager to try new things and push boundaries. You don’t wait to be given deadlines or told how to get started. You dive in and are comfortable ‘just figuring it out’. A proven people leader that thrives in a fast-paced environment with many things to keep track of at once, you can manage tasks on time, and you’re always on the lookout for refinement and improvement.
This person’s north star will be on “how do we improve customer experience?” They will work to develop and implement new tools and procedures to drive our team’s efficiencies. Highly skilled at sales and business operations, this person will join and inspire a team of like-minded go-getters to achieve our company vision.
Responsibilities
- Oversee all daily activities for a fast-paced inside sales chat team including hiring, training, scheduling, performance management, and ensuring that monthly/quarterly/annual sales quotas and overall revenue are met.
- Recommending chat platforms, identifying and fixing process inefficiencies as well as recommending and implementing new chat features.
- Improve Chat experience for the customer as well as our internal team members.
- Monitor and evaluate industry trends and customer drivers and meet regularly with management and stakeholders to discuss strategy
- Work cross-functionally with other departments such as software, IT, marketing, field and used car.
- A believer in “Inspect what you expect”, this person will conduct daily review of chats, calls and KPI’s.
- Provide recommendations to the Sr. Manager regarding any improvements that can be made that will drive sales, grow the customer base, and increase sales performance.
- Function as an effective change manager within the department.
Preferred Qualifications:
- 3+ years in planning, executing and analyzing chat & Inside sales programs
- Experience managing leaders in a call center environment
- Proven experience in project management
- Proficient with Microsoft Excel, PowerPoint and Outlook
- Sales Training experience a plus
- Strong analytical and investigative skills; detail oriented
- Strong and direct coaching skills a plus
- Excellent verbal, written and interpersonal communication skills
- Solid time management skills
- Ability to delivery presentations to all levels of the organization
- Ability to multitask and successfully operate in a fast paced, team environment
- Fluency in CRM’s, Google Analytics, Excel as well as other data analysis tools a plus