Inside Sales Lead

Position Summary

We are seeking a highly motivated and results-oriented Inside Sales Lead to oversee the daily operations of our sales-focused contact center. This early hire opportunity at SolarTech offers the chance to create and execute your vision for the contact center while developing into a future leadership role. You will be instrumental in shaping our processes, driving key performance metrics, and delivering exceptional customer experiences as we rapidly grow.

Key Responsibilities

Job Location: Phoenix, AZ
Department: Marketing
Reports to: VP of Marketing
FLSA Status: Exempt

Frontline Duties (20%)

• Handle escalated customer interactions and provide direct support during peak periods
• Assist with lead handling to support the team and ensure a seamless customer experience
• Actively participate in frontline operations to embody the company culture and work ethic

Managing Day-to-Day Operations (40%)

• Oversee daily contact center activities to meet service level agreements (SLAs) and exceed KPIs
• Provide coaching and mentorship to improve team performance and engagement
• Ensure appropriate staffing levels and manage scheduling to align with lead volume

Documenting SOPs and Processes (10%)

• Develop and maintain standard operating procedures (SOPs) to streamline workflows
• Create process documentation to ensure consistency and compliance

Reporting and Analyzing Trends (20%)

• Monitor, analyze, and report on call center metrics, including SLA adherence, customer satisfaction, and lead conversion rates
• Provide actionable insights and recommendations to upper management

Continuous Improvement (10%)

• Identify opportunities for efficiency gains and process improvements
• Recommend and implement new technologies to enhance team performance and sales conversions
• Stay updated on industry trends and best practices to drive innovation

Unique Aspects of the Role

• Drive rapid growth of SolarTech's Demand Generation program
• Shape the contact center's vision and strategy from the ground up
• Build processes, define best practices, and scale operations
• Evolve into a contact center leadership role as the company expands

Qualifications

Education & Experience

• Bachelor's degree in Business, Management, or a related field (preferred)
• 3–5 years of experience in a contact center lead or supervisory role
• Experience in inside sales and the solar industry is highly valued
• Experience working with BPOs and remote teams is advantageous

Skills & Competencies

• Strong leadership and team-building abilities
• Proven track record of exceeding KPIs and driving team performance
• Proficiency in outbound dialers, contact center platforms, CRM tools, and reporting systems
• Knowledge of scheduling practices for inbound and outbound contact centers
• Expertise in Microsoft 365, particularly Excel (VBA or Macro knowledge is a plus)
• Excellent written and verbal communication skills
• Strong analytical and organizational skills with the ability to manage competing priorities

Working Conditions

• Full-time, on-site position
• Flexibility to work varying shifts, including evenings and weekends, based on contact center needs

Why Join Us?

As an Inside Sales Lead, you'll have the unique opportunity to establish a foundation for our contact center, create a meaningful impact on the company's growth, and advance your career into a senior leadership role.Apply today to help shape the future of our contact center and be part of SolarTech's exciting journey!