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Sales Operations Supervisor

2 months ago

Northbrook, Illinois, United States USA Clinics Group Full time
Position Overview

The Sales Operations Supervisor plays a crucial role in enhancing sales performance within the Registering and Scheduling call center. This position involves overseeing the team, optimizing processes, and refining scripts to achieve maximum efficiency and effectiveness in sales outcomes. The ideal candidate will engage in coaching, development, reporting, and performance management to ensure continuous improvement week-over-week.

Key Responsibilities:

  • Provide daily guidance and communication to team members to ensure calls are handled promptly, professionally, and knowledgeably while meeting sales objectives.
  • Coach team members to achieve sales targets, effectively addressing objections and navigating challenges.
  • Monitor team performance to ensure all sales goals are met consistently.
  • Embrace a hands-on approach; this role requires active participation rather than delegation.
  • Implement corrective actions and provide counseling to team members regarding performance and attendance.
  • Develop and analyze performance and sales reports to track progress.
  • Continuously evaluate scripts and communications, proposing enhancements for improved outcomes.
  • Collaborate with Senior Leadership to create contests and recognition programs that foster a competitive yet positive team environment.
  • Manage and resolve escalated customer inquiries and concerns.
  • Occasionally lead by example by stepping in to assist with calls and daily operations.
  • Analyze call center metrics, including abandon rates and call volumes, to inform staffing and coverage decisions.
  • Utilize call center statistics to adjust staffing levels in response to projected call volumes.
  • Provide coaching and mentorship to call center analysts.
  • Establish and implement KPIs to benchmark call center performance.
  • Translate call volume data into actionable insights for business performance improvement.

Qualifications:

Knowledge and Skills:

  • In-depth understanding of call center operations and systems.
  • Proven experience in coaching and developing sales teams.
  • Strong organizational, prioritization, and multitasking abilities.
  • Ability to thrive in a fast-paced, dynamic environment with shifting priorities.
  • Analytical mindset to identify trends and take appropriate actions.
  • Exceptional problem-solving skills.
  • Outstanding written and verbal communication abilities.

Experience:

  • Demonstrated success in managing high-performing teams.
  • Minimum of 2 years in a supervisory or leadership role, including direct coaching and counseling experience.
  • Experience in handling escalated customer interactions and resolving service issues.
  • Bilingual capabilities (English/Spanish, English/Russian, or English/Greek) are advantageous.
  • Flexibility to work on weekends as needed.

Benefits:

  • Comprehensive medical, dental, and vision insurance options.
  • 401k plan with company matching.
  • Flexible scheduling opportunities.
  • Significant growth potential within the organization.