Supervisor Sales Strategy & Operations

Job Summary

The Supervisor Contact Center Ops serves as a subject matter expert (SME) for critical contact center sales platforms, including IDA, Cresta, Tableau, Salesforce, as well as processes that support sales strategy and operations. This role ensures that contact center sales teams are empowered with the systems knowledge, resources, and guidance needed to drive performance and deliver exceptional experience. The supervisor partners closely with all frontline and cross-functional teams to monitor tool performance, identify process improvement opportunities, and provide ongoing training and support that enhances sales effectiveness, customer satisfaction, and operational efficiency.

Responsibilities

• Serve as SME for Cresta, Salesforce, and related sales support platforms, ensuring frontline teams understand and effectively use these tools.
• Provide daily support, coaching, and guidance to sales agents, supervisors, and managers on tool functionality, troubleshooting, and best practices.
• Maintain accurate records of tool performance metrics, complaint logs, and resolution outcomes.
• Monitor tool performance and user adoption; identify trends, issues, or gaps, and partner with Technology and Operations to drive solutions.
• Develop and deliver targeted training, refresher sessions, and documentation to ensure teams stay current on tool updates, sales processes, and campaign offers.
• Track and analyze tool-related escalations, complaint trends, and operational impacts.
• Supervise the handling of escalated tool-related concerns and provide direct assistance in resolving complex system or process issues.
• Report directly to the Director Sales Strategy and Ops.
• Lead or contribute to special projects and initiatives as assigned by the Director, Sales Strategy & Ops.

Qualifications

• Associate degree in business or related field preferred.
• Minimum of 3 years’ experience in a contact center, quality assurance, customer service, or sales operations, with a focus on system tools and processes.
• Prior supervisory, team lead, or SME experience strongly preferred.
• Proficiency in Microsoft Office Suite.
• Strong analytical, problem-solving, and technical troubleshooting skills.
• Excellent communication and interpersonal skills, with the ability to translate technical concepts for end users.
• Ability to manage multiple priorities in a fast-paced environment.