Senior supervisory role is accountable for both team results and center-level project execution. Responsible for motivating, training and evaluating Inbound/Outbound Sales Agents with a focus on increasing unit sales, call activity and other Key Performance Indicators; manages customer problem/resolution, cancellations, coaching, call monitoring, weekly payroll, schedule adherence, attendance and floor coaching to maximize performance. In addition to team accountability, this position owns center-wide projects, process design and system validation work assigned by Sales and Service Center leadership, serves as a subject matter expert and change agent across all sales teams, and mentors newly promoted Supervisors. Scope of influence extends beyond the assigned team to the performance of the Sales center.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Meet monthly, quarterly and annual sales and performance expectations for the assigned team.
Coach, develop and lead a team of Sales Professionals into a highly responsive sales team to exceed performance expectations.
Conduct formal performance reviews, in-depth coaching, training and follow-up to optimize essential job skills.
Timely generation, implementation and execution of counselling action plans to enhance the performance and productive capacity of underperforming personnel.
Administering motivational programs to include individual recognition, incentives, contests and team performance awards
Provide communication and follow-up to ensure representatives are fully informed of all new information related to products, policies, procedures, and company-related issues, changes or actions.
Ensure representatives are adhering to and compliant with PODS policies and procedures.
Maintain strategy to ensure customer satisfaction with all customer interactions
Handle escalated calls as necessary to ensure quality customer service
Responsible for weekly payroll review and submission to ensure correct entries in a timely manner
Own and lead center-level projects and initiatives assigned by Sales and Service Center leadership, from scoping through implementation and post-implementation measurement; accountable for defined deliverables, timelines, adoption and results reporting to leadership.
Serve as center subject matter expert for assigned process areas; author, revise and maintain standard operating procedures, job aids and knowledge base content, and drive consistent adoption across all inbound and outbound sales teams.
Lead user acceptance testing and validation for new or modified processes, systems, telephony, CRM and reporting tools; document defects, coordinate resolution with internal partners, and train the supervisor and agent population on approved changes.
Analyze center-level performance data to identify trends, root causes and improvement opportunities; present findings and actionable recommendations to Sales and Service Center leadership.
Mentor and onboard newly promoted Sup I – Sales Operations, serving as a peer resource on coaching technique, systems, policy interpretation and performance management practice, without direct reporting responsibility.
Represent the Sales and Service Center on cross-functional workgroups with Training, Quality, Workforce Management, Marketing, Human Resources and IT.
Provide floor leadership coverage in the absence of the Director or Sr Mgr. – Sales and Service Center Operations, including real-time staffing, escalation and service level decisions.
May perform other duties and responsibilities as assigned