Supervises Inside Sales Consultants within the call center. The Inside Sales Consultants (ISC) are making and receiving telephone calls from potential customers with the main objective of lead qualification and scheduling site appointments. The Inside Sales Supervisor is responsible for the daily activity of call center policies and procedures. Ensures quotas such as speed to lead, appointments set and quality are being met. Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. A wide degree of creativity and latitude is expected. Reports to the Inside Sales Manager.
The Inside Sales Supervisor coordinates daily activities, assigns team responsibilities, manages team personnel and produces reports to support Call Center operations. The supervisor provides call support as needed, functions as the first contact for supervisor calls, and manages the training, reference materials and tools for existing reps as well as new hires. The position is responsible for using tools and applications to monitor and track intraday and daily/monthly performance; driving departmental and customer facing improvement initiatives within the company; The Inside Sales Supervisor must utilize their advanced knowledge and abilities to establish quick resolutions to assure all SLA’s are met consistently.
Duties and responsibilities
Oversee daily functions and assigns work for Inside Sales Consultants
Monitors call reporting and forecasting to manage staffing and call routing to aggressive SLAs.
Serve as point of escalation for customer and employee requests.
Maintain high standards of service and customer retention.
Conduct one-on-one performance reviews, team meetings and coaching sessions as needed.
Maintain standards for call volume, answer times, quality and results by monitoring and tracking stats.
Produce a variety of reports.
Make recommendations on process and tool improvements
Work towards meeting all SLA’s consistently
Provide leadership, direction, training and monitoring of Inside Sales Consultants
Develop and drive improvement initiatives
Monitor measure and coach agents against stated performance metrics and tools
Assess company and departmental needs, understanding of plans and priorities and the success of meeting objectives.
Technical, supervisory and human relations skills utilized daily.
Special projects as assigned by Inside Sales Manager.
Minimum of 3+ years Inside Sales/Call Center experience required
Minimum 2+ years of leadership experience
Familiarity with Call Center reporting and SLAs
Advanced customer relations skills
Excellent oral and written communication and interpersonal skills
Experience with Salesforce and Avaya systems preferred.
Strong computer skills required including Outlook,Word,Excel, Powerpoint and Internet Explorer
Must be able to work under pressure and adapt to change
Resolution oriented, takes initiative
Good organizational, time management and follow-up skills
College degree or relevant experience preferred
Ability to be flexible in work schedule including nights/weekends
REC Solar - 15 months ago
REC Solar's vision is to make solar electricity part of the mainstream energy supply. By commercializing energy sources that reduce...