Call Center Supervisor | Storage Facility | Up To $120K

Call Center Sales Manager | Up to 127k

Cottonwood Heights, UTThe Sales Manager support by Director will:

• Help lead the sales department
• Oversee daily operations
• Ensure department KPIs are met.

Supervision includes:

• Leading of both Sales Agents and Team Leaders.
• Strives for consistency across teams to ensure standard operating procedures are in line with the company goals and values.
• Measures and monitors performance through data and observation.
• Drives sales conversion by focusing on productivity, quality, and customer experience.
• Performs day-to-day call center team management functions, while focusing on building an engaged workforce.

Primary Responsibilities

• Supports a result driven culture by analyzing team metrics to identifying trends and gaps in performance.
• Reviews daily operational performance to ensure optimal production is reached.
• Building trusting relationships amongst teams to work as a unified front and drive conversion rates and company revenue.
• Sets goals and creates action plans for both department and individual teams to increase performance.
• Ensures proficient training, coaching, and development is implemented across new hires, tenured agents and leadership staff.
• Conducts monthly team reviews, one on one sessions, and team meetings.
• Ensures that agent interactions are tracked appropriately utilizing tools and systems drive initiatives.
• Works hand in hand with Sales Director to determine department objectives and creates action plans.
• Partners with Learning and Development department to identify training needs for new and tenured agents.
• Partners with CX and Quality Assurance team to review customer success opportunities.
• Supports Agent Development Program by having oversight of the program, measures effectiveness, and makes necessary adjustment to support the development of the agents.
• Actively involved with Employee Experience team to create an engaging environment.
• Works as a member/leader of special or ongoing projects.
• Assists with the oversight and supervision of the call center day-to-day operation.
• Handles escalated calls in a professional, courteous manner
• Resolves personnel issues and escalates to proper administration as needed

Job Specifications

• Solid knowledge of call center operating procedures.
• Strong interpersonal and communication skills.
• Leader of people with ability to coach and cultivate a successful team.
• Excellent verbal and written communication.
• Ability to manage more than project at a time.
• Quick learner and ability to adapt to change.
• Strong focus on sales and customer service and experience.
• Manages and approves NSC payroll for their team

Education and Experience

• Bachelor’s degree in business administration, management, or marketing preferred.
• Three years of supervisory / leadership experience.
• Proficiency in Microsoft Office, including Excel, Word, PowerPoint and Outlook.
• Five years or more within a sales role