Inside Sales - Call Center Supervisor

Inside Sales Supervisor

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:

• Develop and manage a team of inside sales representatives through training, mentorship, and real-time KPI performance coaching.
• Provide daily direction and communication to employees so that calls are placed and 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, 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.
• 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.
• 2+ years of contact center supervisory experience.
• Proven leadership and team management skills.
• 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 "win every day" mentality.
• Hold oneself accountable and responsible while being self-driven in accomplishing goals.
• Detail-oriented and can focus on task at hand by finding the most efficient and effective pathway to completion.
• Excellent verbal and written communication skills at all levels to communicate with internal and external stakeholders articulately.
• 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 service through all communication channels keeping peer and customer needs first.
• 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:

• Experience in the home improvement direct-to-consumer industry.

Travel Requirements:

• Experience in the home improvement direct-to-consumer industry.

Overtime/Additional Hours Requirements:

• Additional hours may be required (exempt positions).

Physical Requirements:

• Normal office environment.
• Performs 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).