CES Inside Sales Supervisor

Job Summary (Purpose):

The Inside Sales Supervisor (ISS) directly supervises the Inside Sales Reps (ISR) assigned to their team. In addition to achieving quota targets, the ISS is responsible for all aspects of Inside Sales, including the provision of daily operational oversight while utilizing established key performance measurements and best practices for ISRs taking inbound calls and making outbound sales and retention calls. The ISS provides effective coaching and performance management to ensure they attain individual and team goals while meeting company standards.

Key Characteristics:

• Excellent sales technique and customer service orientation; able to provide very effective coaching and corrective feedback to build these skills in others.
• Proactively and effectively manages staff performance to ensure goals and standards are achieved; gives and receives feedback well.

Duties and Responsibilities:

• Responsible and accountable for the daily operation and the performance of a team of sales professionals to meet and/or exceed revenue, sales, and operational performance goals. 
• Supervises, trains, and motivate sales representatives; ensure individual and team performance to goals, service level agreements and quality metrics, in compliance with client expectations; uses performance management process when necessary.
• Sets and tracks sales targets; ensures that the pipeline is always filled with leads and prospects.
• Monitors/observes sales calls and activities to provide timely coaching to ISRs to improve sales effectiveness and productivity.
• Delivers/participates in product, process, and sales training. 
• Tracks and reports metrics, KPIs, and data as required by leadership.
• Coaches and develops team members; conducts regular 1:1 feedback as well as preparing annual performance evaluations. 
• Participates in recruitment programs and interviewing/selection to hire high quality individuals as needed; effectively onboards new employees.
• Works collaboratively with peers, colleagues, and leadership across the organization to effectively implement new programs, achieve strategic business plans, and improve business performance.

Knowledge, Skills and Abilities:

• Demonstrated success in sales; able to teach/coach others on customer qualification, prospecting, sales messaging, value propositions, objection handling, and closing techniques.
• Working knowledge of contact center operations, key performance metrics, and expense management.
• Ability to make reasonable decisions and judgments in a dynamic environment.
• Ability to take independent action with general managerial direction.
• Ability to analyze statistical and performance data, develop management summary reports and proactively develop action plans.
• Strong knowledge of business systems and tools (including CRM, Microsoft office products, database, internet).
• Ability to effectively manage personnel and uses appropriate feedback and performance correction techniques to develop personnel.

Education and Experience Required:

• AA Degree or equivalent work experience. Bachelor’s degree a plus.
• Contact Center experience with demonstrated capability in leadership roles
• Experience in handling personnel-related issues, direct supervisory/management experience preferred
• Experience in statistical analysis of performance data.

Working conditions:

• Limited travel for occasional meetings required.
• Must be available to work varying schedules and hours including some weekends and holidays as workload requires.