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Call Center Supervisor

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Fairfield, United States Ned Stevens Gutter Cleaning Full time
Job DescriptionJob Description

We are looking for a hardworking, diligent, and dynamic Sales Center Supervisor to join our fast-growing national home service company. The candidate will play a crucial role in leading a team of sales center representatives who handle inbound and outbound sales opportunities, customer service, and retention calls. Your primary responsibilities will include leading a team of high performing sales representatives, monitoring sales and call center metrics, ensuring high quality customer interactions, providing coaching and feedback to representatives, and implementing strategies to enhance performance and drive business objectives.

Team Leadership:

  • Supervise and motivate a team of high-performing sales center representatives, ensuring a positive work environment and high team morale.
  • Work with senior management to set performance expectations, establish goals, and provide ongoing coaching and feedback to representatives.
  • Foster a culture of continuous improvement, encouraging representatives to enhance their skills and knowledge, share best practices, and address any concerns or challenges.
  • Ability to demonstrate and lead by example and handle calls from customers who wish to speak to a supervisor.

Sales Center Operations Management:

  • Monitor and own key performance indicators (KPIs) and call center metrics to evaluate team and individual performance.
  • Make data-driven decisions and implement strategies to enhance sales center performance and achieve targets.
  • Analyze call center data to identify trends, areas for improvement, and opportunities to optimize efficiency and productivity.
  • Ensure adherence to established call center processes, policies, and procedures.

Sales Excellence and Customer Service:

  • Identify opportunities to drive sales growth and improve customer satisfaction, loyalty, and overall customer experience.
  • Oversee sales and retention activities, ensuring representatives are equipped with the necessary knowledge and tools to drive sales conversions and customer retention.
  • Ensure exceptional customer service by monitoring representative interactions, resolving escalated customer issues, and providing timely and effective solutions.

Training and Development:

  • Collaborate with the training department to design and deliver comprehensive training programs for new and existing call center representatives.
  • Provide ongoing training and coaching to representatives to enhance their product knowledge, sales techniques, and customer service skills.
  • Conduct regular performance evaluations and create development plans to address individual skill gaps and career growth opportunities.

Reporting and Communication:

  • Review and take ownership of daily, weekly, and monthly reports on call center performance, including key metrics, trends, and improvement initiatives.
  • Communicate performance updates, challenges, and opportunities to senior management and relevant stakeholders.
  • Collaborate with other departments, marketing, operations, finance, and IT, to ensure alignment and effective coordination of call center activities.

Requirements:

  • Excellent communication and interpersonal skills, with the ability to interact effectively with team members, customers, and stakeholders at all levels.
  • Flexibility to work in a fast-paced call center environment.
  • Strong knowledge of call center operations, sales techniques, and customer service best practices.
  • Must have excellent leadership and management skills.
  • Should have excellent problem-solving and negotiation skills.
  • Must have strong computer skills, including knowledge of Microsoft Office.
  • Good organizational skills and attention to detail are essential.
  • Must have strong analytical skills that are used to make impactful decisions
  • Education and Experience
  • High School diploma or higher.
  • Experience as a call center agent.
Company DescriptionNEDSHOME is located in 16 states and has opportunities for growth.Company DescriptionNEDSHOME is located in 16 states and has opportunities for growth.