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Inside Sales Manager
First American
Phoenix, AZ, United States
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Essential Functions
• Have direct supervision of call center leaders and their staffs.
• Identify and track performance metrics for center leadership, sales representatives and administrative staff.
• Ensure that all training is being coordinated through the trainers and that a structured plan is in place to maintain staffing and performance objectives.
• Ensure that leadership are conducting proper coaching and evaluations in a timely manner.
• Ensure that a structured development plan is in place for all employees within the center.
• Responsible for driving total performance to meet team, center and company objectives.
• Ensure that monthly performance counseling of leadership occurs.
• Responsible for collecting and reporting proper commission records to Director for approval.
• Ensure that current bench strength is identified and there are programs in place to develop them.
• Be responsible for creating incentives that drive total performance while maintaining a budget.
• Ensure that development plans are being utilized and delivered properly.
• Maintain accountability for staffing within organization.
• Evaluate and strengthen plans around attrition and employee retention.
• Responsible for FALCON representation within the center and ensuring that leaders are maintaining the proper skills to be effective within the system. Communicating system updates: proper training is provided.
• Project management as needed.
• Budgeting responsibilities.
Job Complexities
Supervision Received or Extended
• Role is autonomous.
• Supervises daily operations of respective sales staff.
Impact
Knowledge and Skills/Technology Used
• Business acumen with the ability to work with cross- functional departments.
• Ability to coach, train and motivate staff.
• Takes responsibility for subordinates’ activities.
• Delegates work assignments.
• Matches the responsibility to the person.
Typical Education
• High School Diploma or equivalent required.
Typical Range of Experience
• Previous supervisory experience in an inside sales call center environment.
• 6+ years related professional experience in field.
License or Certification
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.