Inside Sales Supervisor - 2nd Shift

Meet Leaf Home. We turn complex home improvement projects and endless to-dos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance, we deliver remarkable, end-to-end experiences. And get the job done right, at every step. Bringing innovative products, the best people, and the highest standards to every project.

Trusted by more than 1 million homeowners across the US and Canada, we are America’s largest direct-to-consumer full-service provider of branded home services and products. Our products, including the patented LeafFilter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House, and other consumer review platforms. 

We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience, excellence, and quality through 250+ regional sales and installation offices and comprehensive field support offices in New York and Hudson, Ohio. We’re proud to say we’ve been consistently named one of the fastest-growing private companies by Inc. 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wide-ranging and include:

Industry-best compensation packages | Fully paid health, dental, and vision insurance | 401k with company match | Paid time off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as VetConnect, DEI Committee, Women’s Committee.

Position Summary:

The Inside Sales Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees. The Inside Sales Supervisor will need to demonstrate a high-level of professionalism while creating an environment that fosters teamwork and success.

Essential Duties and Responsibilities:

• Provide leadership support for Leaf Home. 

• Manage and develop of a team of inside sales contact center representatives through training, mentorship, and real-time KPI performance coaching

• Provide daily direction and communication to employees so that calls are placed/answered in a timely, efficient, and knowledgeable manner

• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level

• Conduct performance reviews including 30/60/90-day reviews and yearly reviews.

• Monitor timesheets including time off requests, schedules, and timesheet approvals

• Address performance issues in real-time following established company and department policy

• Respond to and resolve employee relations issues expressed by team members

• Provide statistical and performance feedback on a regular basis to each team member

• Conduct one-on-one and team meetings to provide feedback, coaching, and team collaboration

• Lead and/or participate in special projects as needed

• Performs other duties as assigned by supervisor.

Experience and Minimum Qualifications:

• High School Diploma or equivalent.

• 3+ years of prior call center supervisory experience or equivalent

• Advanced leadership and team management skills

• Ability to provide feedback to agents and help constantly improved team performance and morale

• Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without “dropping the ball”.

• Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “today not tomorrow” mentality.

• Apply active listening skills through the ability to comprehend information presented and respond thoughtfully.

• Detail-oriented and can focus on the task at hand, no matter how minute, by finding the most efficient and effective pathway to completion.

• Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.

• Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.

• Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the co-worker or customer’s needs at the forefront of every interaction.

• Ability to communicate effectively, to recognize, understand, and manage one’s own emotions as well as others, and foster positive working relationships across all levels of the organization.

• Holding oneself responsible and being self-driven in accomplishing business goals, adhering to policies and being responsible for one’s own actions, performance, and decisions.

• Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).

• Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities or Certifications:

• Prior experience in the home improvement direct to consumer industry preferred

Travel Requirements:

• No travel required.

Overtime/Additional Hours Requirements:

• Additional Hours May Be Required (Exempt Positions)

Physical Requirements

• Normal Office Environment

• Indoor work in a climate-controlled environment.

• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Diversity and Inclusion Statement

Leaf Home is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.

Equal Opportunity Statement

Leaf Home will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).