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Inside Sales Center Supervisor

4 months ago

Tomball, United States Renewal by Andersen Full time
Job DescriptionJob Description

Position Summary: Assist the Inside Sales Center Manager in maximizing the conversion rate of calls/leads/inquiries into scheduled appointments via a prescribed appointment-setting methodology for Renewal by Andersen. 

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  •  Live Coaching – spend approximately 75% of the shift at the live coaching station working with the team on duty. This involves giving positive feedback as well as constructive criticism given to all agents as needed. This includes listening in live to calls via the phone system and possibly taking over a call that gets escalated.
  •  Training – Assist Manager with initial and ongoing training of Inside Sales team. Assist in continuous refinement of formal training guides and tutorials for Inside Sales Agents. Ensure new and existing Agents are fully trained on procedures and processes. Train on core job responsibilities, product, sales process, and marketing. Conduct 3:1 training as needed with all Agents on particular areas of need.
  •  Call Reporting – Update Inside Sales Center KPI information from the phone system and customer management system (E+).
  •  Process improvement – Assist in identifying opportunities to establish/improve processes internally within the Inside Sales Center as well as with respect to the Inside Sales Center’s interaction with field sales and marketing.
  •  Work with IT to ensure the customer management system is working properly. Report any issues to IT and follow up until resolved.
  •  Ensure that minimum expectations are met for email capture rate, all party sits, appointment lead time, etc. for the entire team and particularly for your designated team. If not being met, train and coach Inside Sales Agents to meet minimum standards.
  •  Call Monitoring and Quality Assurance - Utilize call monitoring system and scorecard to ensure process compliance. Provide continuous feedback to individual agents as necessary.
  •  Assist ISC Manager with bi-weekly 1:1’s with all agents and bi-weekly sales meetings.
  • Assist with evening and weekend supervision. Responsible for following the “Acting Floor Manager Protocols” as outlined in the document.
  •  Other duties as assigned.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

  • Bachelor’s degree in business or an equivalent combination of education and experience.
  • Experience leading a team within a sales and/or marketing environment preferred.
  • Minimum of one year inside sales or call center experience preferred.

Language Ability:

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively before groups of customers or employees of an organization.

Other Qualifications:

  • Able to work non-traditional hours as needed (evenings and weekends).
  • Ability to coach and train others.
  • Ability to work with all levels and types of people and to appreciate diversity.
  • Strong decision-making skills
  • High levels of strategic problem solving 
  • Ability to confidently speak to and present and sell ideas to senior management.

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