Sr. Manager - Sales Support

• Solid understanding of sales order workflows, call center operations, and Business, Enterprise, and MDU service delivery.
• Proven ability to lead, coach, and develop teams while setting clear expectations and addressing performance gaps.
• Experience establishing and managing KPIs, productivity goals, staffing needs, and service-level expectations.
• Experience with Calabrio, Five9, or similar workforce management and call center platforms.
• Strong analytical and problem-solving skills with the ability to use performance data to identify trends and drive improvements.
• Excellent communication and relationship-building skills with the ability to work effectively across teams and levels of the organization.
• Ability to manage multiple priorities, make sound decisions, and adapt quickly in a fast-paced environment.

• 6+ years of experience in Business Sales Support, Service Delivery, sales operations, or a related function.
• 3+ years of leadership experience managing and developing teams.
• Experience supporting Business, Enterprise, or MDU customers within telecommunications or a similar service-based environment.
• Experience leading call center or service delivery operations with responsibility for staffing, productivity, quality, and performance.
• Demonstrated success improving sales order or service delivery processes to increase efficiency and reduce cycle times.
• Comfortable partnering across Sales, Engineering, Field Operations, and other teams to solve problems and improve the customer experience.

• Constantly operates computer, keyboard, and related peripherals.
• Frequent sedentary periods using computer, keyboard, and other peripherals.
• Near-constant use of sight, speech, hearing, comprehension, and reasoning.

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off & Paid Holidays.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life’s challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.

Applicant Eligibility Notice: Applicants must be at least eighteen (18) years of age at the time of application.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.