What are the responsibilities and job description for the Call Center Sales Manager position at Retail Options?
In partnership with the Call Center Director, the Sales Manager will help lead the sales department, oversee daily operations, and ensure department KPIs are met. Supervision includes the managing 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 sales department by providing the necessary support, coaching and development to both Team Leads and Agents.
- Accountable for maintaining consistent performance across teams to meet department goals.
- 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.
- Responsible for 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
- Evaluates and recommends methods for improvement of practices 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
Salary : $95,000 - $127,000
