Inside Sales Center Assistant Manager

Summary:

Are you a persuasive communicator with a passion for sales and people?

The Assistant Inside Sales Manager position exists to manage the ISC to achieve the department's overall goals.

You will work alongside the Director of Inside Sales to support and lead the day-to-day operations of the call center.

You will help manage the Confirmers, Call Center Agents, the Digital Team, and the Quality Control System and may be required to step into any role as needed.

• Successfully completes training to become knowledgeable on the systems and processes utilized by Renewal by Andersen.
• Partner with the Director of Inside Sales daily to ensure that the Inside Sales Center is running efficiently.
• Prepare and review frequent metric reports with the ISC Director to illustrate individual and team performance, impact, and opportunities for development.
• Provide ideas to grow the team and improve metrics.
• Develop and maintain scripts used by Inside Sales Center Agents and others
• Train, lead, develop, mentor Inside Sales Center Agents and Confirmers and other team members.
• Provide encouragement, stimulation, energy, reinforcement, recognition for positive performance and efforts.
• Manage Quality Control System (Balto) and provide feedback to the Coach and ISC Director
• Maintain daily work schedule for the team
• Provide guidance, verbal and written disciplinary action to anyone exhibiting poor habits, poor attitude, and unacceptable productivity results.
• Performs other job-related duties as assigned.

• Bachelor's degree
• At least 2+ years’ experience as a sales-focused Call Center Manager, preferably in a multi-channel environment
• Ability to help build and sustain a positive team culture.
• Excellent team relations and communication skills, empathetic, personable
• Exceptional leadership skills and ability to manage multiple teams.
• Ability to help teammates grow into leaders.
• Ability to work with sense of urgency to complete responsibilities timely.
• Must be able to organize and prioritize.
• Ability to find a resolution, deliver difficult feedback and advise management.
• Be data driven, analyze call center data and prepare reports for upper management.
• Lead team meetings, deliver presentations and training.
• Proficient in English and Bi-Lingual is a plus.
• A desire to work in a fast-paced sales and service setting which rewards hard work, efficiency, and productivity.

Completes any action plans for performance improvement developed by the ISC Director.

• Effective communication and interpersonal skills are required, as is the ability to remain customer service focused during situations in which customers may be notably frustrated.
• Problem Solving – Demonstrates analytical/problem-solving solutions for the customer as well as the company.
• Interpersonal Skill – Develops openness and trust with others.
• Multitasking – Ability to effectively manage two or more activities or sources of information.
• Computer Skills – Proficient in Microsoft applications and general software applications.
• Accurately complete necessary administrative duties i.e. payroll, attendance tracking/time off requests
• Live coaching and training in the moment
• Actively train and develop new leaders within the ISC
• Management of all technology-based systems within the Inside Sales Center
• Presentation skills experience
• Accountable to a training delivery metrics to include AHT, Conversion Rate, Cancelation Rate, FCR and CSAT based on agent performance post-training as well as participant post-training surveys and manager classroom observations
• Evaluate employee performance Utilize reporting to determine each agent's performance across several different metrics such as calls per hour, demo rate, set rate, and cancelation rate.

Work Environment:

• In office

• Call center hours:

M-Th: 8am to 8pm

Fri: 8am to 6pm

Sat: 9am to 3pm

• Scheduling available for day, evening, and Saturday shifts as needed.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Tuition Reimbursement
• Additional Benefits available

Salary:

• Base: $55k
• Bonus 20%