Call Center Sales Team Lead

Job Summary

Manages a team of dynamic inbound sales agents in a hybrid work environment. Measures and monitors agent performance through data and observation. Leads team with a positive coach mentality in order to build the knowledge, skill and confidence of each individual team member. 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

• Manages a sales team of both in-office and remote agents to meet target department KPIs.
• Builds a high performing sales team by establishing a culture that maximizes every customer interaction.
• Takes an active role in the development of each team member by providing daily coaching, setting goals and providing the necessary follow up.
• Conducts virtual team meetings that drive teamwork and collaboration.
• Analyzes team metrics to identify trends and gaps in performance.
• Maintains customer satisfaction by monitoring agent interactions with customers.
• Maintains service level goals by monitoring team’s efficiency.
• Holds employees accountable to performance standards and sales expectations.
• Partners with the Workforce Optimization team for scheduling needs.
• Assists with the Agent Development Program by identifying and nourishing our top talent.
• Assists with new hire interviews and training to ensure adequate staffing and agent development.
• Actively involved in creating an employee engaging environment.
• Works as a member/leader of special or ongoing projects.
• Assists with the oversight and supervision of the call center's day-to-day operation.
• Handles escalated calls in a professional, courteous manner.
• Solves personnel issues and escalates to proper administration as needed.
• Evaluates and recommends methods for improvement of practices.

Job Specifications

• Good 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.
• Able to manage multiple projects at once.
• Quick learner and able 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.
• Two years of supervisory / leadership experience.
• Three years or more within a sales role.
• Proficiency in Microsoft Office, including Excel, Word, PowerPoint and Outlook.