Contact Center Supervisor

We are an innovative Inbound Sales Center offering a convenient place where the moving public can connect all of their home utilities with one quick phone call. Our Sales Supervisors lead 15-18 Relocation Sales Associates who specialize in selling products & services to customers nationwide such as Phone, Internet, Cable TV, Satellite & more. We have key partnerships with utility providers around the country such as Comcast, Qwest, Verizon, Dish Network, and DirectTV to complete new & transfer orders for callers & submit them for processing.

Applicants must have experience working as a Contact Center/Call Center Supervisor. This position requires flexibility, a forward-thinking attitude, charisma, a professional approach, the ability to coach, and adapability depending on your audience.

Supervisors ensure their team members maximize sales opportunities on every call, while maintaining excelllent call quality, order accuracy, and contribute to the overall development and success of a high-performing sales team.

Must have the availability to work a flexible schedule based on the majority of his/her team members' start and end times.

• Supervise a team of 15-18 Inside Sales Representatives selling across all product lines, services, and ancillary products in an Inbound Contact Center environment.
• Inspire & Drive the team toward meeting/exceeding sales goals through coaching, monitoring, feedback, and training.
• Coach team members to identify opportunities for improving customer experience while fostering an upbeat & professional contact center culture.
• Ensure that appropriate service levels, compliance standards, protocols and procedures are met.
• Assist in the creation, administration and tracking of sales incentive contests and commissions.
• Monitor and evaluate QA and metrics reports of team performance and identify required actions necessary to achieve service level and quality targets.
• Responsible for implementing and monitoring compliance with company training programs, policies and procedures.
• Partner with HR/Recruiting in the interview process for job candidates & upon hire, evaluate performance and recommend salary actions for employees.
• Obtain a strong knowledge of all products and services, company benefits, procedures and policies and provide periodic awareness to associates through Team Meetings, individual coaching sessions, and other venues.
Perform other duties as required.

• Minimum 1 to 2 years of previous Contact Center or Call Center experience as a Supervisor required.
• 2 to 3 years experience in a Sales Environment and/or Contact Center Environment, preferably in the consumer, retail or hospitality industry.
• Possess and demonstrate good judgment and interpersonal skills.
• Ability to coach, mentor & discipline staff.
• Must pass a pre-employment drug screen & background check.