Address
Form of work
SalaryThis 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.
_____________________________________________________________________________
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.
If you are a current Extra Space employee, please apply through the "Find Internal Career Openings" in Workday.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
