Supervisor, Sales Excellence - Remote

Overview

The Supervisor will assist in managing the daily operations of the outreach call center, ensuring it meets KPI goals while providing coaching and support to agents.

In Short

• Monitor and evaluate agent performance trends based on KPIs.
• Co-lead daily operations of the call center.
• Provide individual coaching and feedback to agents.
• Resolve customer escalations effectively.
• Participate in agent interviewing and selection.
• Ensure agent adherence to schedules.
• Facilitate team meetings and promote best practices.
• Work with training to coordinate new information for hires.
• Provide real-time management to ensure productivity.
• Promote a culture of continuous improvement.

Requirements

• Experience in call center management.
• Strong understanding of call center metrics.
• Ability to provide constructive feedback.
• Excellent communication and leadership skills.
• Experience in performance management.
• Ability to resolve escalated customer issues.
• Proficient in call center processes and systems.
• Strong organizational skills.
• Ability to work in a fast-paced environment.
• Experience in coaching and training staff.

Benefits

• Affordable medical plan options.
• 401(k) plan with company matching.
• Employee stock purchase plan.
• No-cost wellness programs.
• Flexible work schedules.
• Tuition assistance programs.
• Paid time off and family leave.
• Confidential counseling services.
• Retiree medical access.
• Various other benefits based on eligibility.