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Sales Supervisor
First American
Santa Rosa, CA, United States
Job Details - this job has expired, please see similar jobs below
Essential Functions
• Maintain and ensure compliance with M&P’s (Methods & Procedures) and other support items
• Train new sales reps on established policies, practices, products and services. Has a key role in employee development, coaching and education
• Implement sales plans and special promotions in the achievement of inside sales goals as related to strategic plan
• Partner with Quality Assurance Department to promote and achieve quality expectations
• Ensure proper reporting of department metrics to Call Center Manager
• Ensure staff meets/exceeds department/company standards/goals
• Maintain continual evaluation metrics to be measured and completed on a weekly and monthly basis as well as action/development steps based on these evaluations
• Disciplinary actions when appropriate
• Resolve escalated customer issues in a professional manner consistent with corporate standards and compliance; including data gathering, analysis and final decision
• Monitor and adjust department schedule
Job Complexities
• Works on problems of moderate scope in which analysis of situation or data requires review of identifiable factors
• Typically exercises judgment within defined procedures and policies to determine appropriate action
Supervision Received or Extended
• Supervises daily work activities of the Inside Sales Group
• Typically provides direct supervision to non-exempt employees
• Selects and coaches talent; holds employees accountable for results
• Receives assignments in the form of objectives with goals and the process by which to meet goals
• Work is reviewed in terms of meeting department, product or project objectives and schedules
Impact
• Erroneous decisions will have impact on the overall success of functional operations
• Interacts with management on issues requiring coordination across functional/departmental lines
Knowledge and Skills/Technology Used
• Windows operating system/computer skills required
• Microsoft office experience required
• Successful track record of executing day to day operational responsibilities, along with participating in, developing and completing projects in area of expertise
• Able to implement and enforce processes to ensure compliance and quality
• Provides others with reliable information and uses good listening skills
Typical Education
• Bachelor’s degree or equivalent combination of education and experience
Typical Range of Experience
• 3-5 years of inbound/outbound supervisory call center experience
• Sales experience required
• 2+ years demonstrated experience in a lead or supervisory role
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
First American invests in its employee’s development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.