Call Center Team Lead - Sales

This position may be "Hybrid" - 3 Days In-Office & 2 days At-Home if located in the SLC, Utah area or the Buffalo, New York area.

This position may be "Remote" - 5 days At-Home if you have been employed with the NSC for a minimum of 12+ months and do not reside within the aforementioned locations.

Internal Field applicants must have a minimum of 2 years experience as a DTL.

This position is specific to a Mon-Fri / 11:30 AM-8:00 PM (MST)schedule.

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Job Summary

Manages a team of dynamic inbound sales agents in a hybrid work environment. Measures and monitors agent performance through data and observation. Leads team with a positive coach mentality in order to build the knowledge, skill and confidence of each individual team member. Drives sales conversion by focusing on productivity, quality and customer experience. Performs day-to-day call center team management functions, while focusing on building an engaged workforce.

Primary Responsibilities

• Manages a sales team of both in-office and remote agents to meet target department KPIs.

• Builds a high performing sales team by establishing a culture that maximizes every customer interaction.

• Takes an active role in the development of each team member by providing daily coaching, setting goals and providing the necessary follow up.

• Conducts virtual team meetings that drive teamwork and collaboration.

• Analyzes team metrics to identify trends and gaps in performance.

• Monitors agent interactions with customers to ensure a high level of customer satisfaction.

• Monitors team’s efficiency to ensure service level goals are met.

• Holds employees accountable to performance standards and sales expectations.

• Partners with the Workforce Optimization team for scheduling needs.

• Assists with the Agent Development Program by identifying and nourishing our top talent.

• Assists with new hire interviews and training to ensure adequate staffing and agent development.

• Actively involved in creating an employee engaging environment.

• Works as a member/leader of special or ongoing projects.

• Assists with the oversight and supervision of the call center's day-to-day operation.

• Handles escalated calls in a professional, courteous manner.

• Resolves personnel issues and escalates to proper administration as needed.

• Evaluates and recommends methods for improvement of practices

Job Specifications

• Good knowledge of call center operating procedures.

• Strong interpersonal and communication skills.

• Leader of people with ability to coach and cultivate a successful team.

• Excellent verbal and written communication.

• Ability to manage more than project at a time.

• Quick learner and ability to adapt to change.

• Strong focus on sales and customer service and experience.

• Manages and approves NSC payroll for their team

Education and Experience

• Bachelor’s degree in business administration, management, or marketing preferred.

• Two years of supervisory / leadership experience.

• Three years or more within a sales role.

• Proficiency in Microsoft Office, including Excel, Word, PowerPoint and Outlook.