The Lead of Inside Sales provides leadership for the Inside Sales Representatives in matters relating to the servicing of customers, achieves call center and individual quality and productivity goals in accordance with established objectives, and manages individual projects while contributing to other operational initiatives outside of team responsibilities.
Job Responsibilities:
Provide guidance and leadership to Inside Sales Representatives managing and providing direction
Key contributor in overseeing agent workload and ensuring standard operating procedures are efficient and maximized for business performance
Focus and maintain performance efforts of the team on current business goals
Work to ensure that the team of Representatives is conducting their responsibilities in a professional and courteous manner
Serve as a knowledgeable and productive part of the managerial team
Participates, implements and monitors new initiatives to enhance the performance of the team and the center as a whole
Oversees training of new Representatives assigned to the team and provides refresher training as needed
Identifies opportunities for process improvements
Ensure activities support the organization in achieving targets
Read, write, and perform calculations and the English language effectively
Work independently
detail-oriented with excellent organizational skills
Communicate independently and verbally with personable and effective writing and speaking skills
Work in a normal office environment utilizing a computer approximately 75% of the time
Education and Experience:
High School diploma or GED required
Bachelor's Degree preferred
4-6 years of customer service-call center experience
1-2 years of inside phone sales experience
supervision experience preferred
Inbound/outbound call blending call center experience in a multi-site environment
Proven leadership skills in coaching, developing, and training call center personnel
Demonstrated history of meeting performance objectives
Health care experience preferred
Computer Requirements:
Internet: high speed (min 25mbps), hard wired, <50ms, <5% deviation
Processor: Intel Core or Intel Pentium >2GHz
Memory: 4 GB+ of RAM
Browser: IE, Chrome, Safari, Firefox
Operating System: Win10 1909, MacOS 10.15
Monitor: dual monitors each capable of displaying 1024x768 pixels
Sound: sound card installed (standard in most computers)