Inside Sales Contact Center Supervisor

Our Commitment to You

At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it. 

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Job Summary
The Inside Sales Contact Center Supervisor position requires maintaining day-to-day operations of a Customer  Sales team including supervision of staff. Creating a collaborative, high-energy environment to assist team members in consistently meeting and exceeding monthly goals. This position is responsible for building a high-performing team to help promote the overall business growth including setting and achieving sales goals. In this position you will achieve this by using leadership development and managerial skills to trend data, manage team performance, develop motivational projects, collaborate with other departments and peers and work with Sales Director consistently to meet or exceed department expectations. In addition, this position is responsible for ensuring all communications (verbal and written) directed to the Inside Sales Department are handled appropriately. Sales supervisors are also responsible for resolving escalated customer issues and providing feedback when appropriate to the management team. 
 

What you do every day: 

• Manage sales team including setting/achieving sales goals and managing performance.
• Organize, direct, and monitor daily activities of Customer Engagement Sales members.
• Distribute workload to team, monitor and review performance, document activities.
• Monitor sales calls by observation of customer engagement sales member’s demeanor, accuracy of product/service representation, and ability to match the customer to appropriate product/service; provides feedback as needed.
• Monitor, analyze, and review productivity levels, generate necessary reports to support analysis, provide/recommend corrective actions to assist with increased productivity.
• Answer questions from team members and provide suggestions as appropriate.
• Manage timecards, performance reviews, documentation of feedback, maintain records of requests and complaints.
• Manage workers and resolve grievances; if needed, escalates to management for assistance.
• Build a strong, high-performing team that enjoys fun and competition and strives to meet/exceed required metrics.
• Prepare and report any required stats, as requested to monitor the success of the program
• Identify areas of opportunity and provide feedback to those impacted.
• Maintain thorough knowledge and expertise in all offered products and services.
• Perform Customer Engagement Sales duties as needed.
• Ability to handle direct calls, emails, and/or chats from customers 
• Provide service courteously, accurately, and efficiently to team members, co-workers, and customers.
• Any additional tasks/projects as assigned by the management team.