Team Lead, Inside Sales
Greatcall

Job Info

*POSITION*: Direct Sales Team Lead
*DEPARTMENT*: Direct Sales
*REPORTING SUPERVISOR*: Direct Sales Supervisor
*DIRECT REPORTS*: No
*EMPLOYMENT STATUS*: Direct Hire
*SCHEDULE*: Must be willing to work various shifts including days, evenings, weekends, and/or holidays
*ABOUT THE TEAM*
Our team is a 100% inbound sales environment in which the calls are generated by direct response media. The sales team converts calls using a consultative, needs-based sales process that is focused on making appropriate recommendations for products, rate plans and health and safety services. Direct Sales is an exciting, fast-paced environment in which our agents and leadership team have an opportunity to compete for competitive commissions and contest prizes on a regular basis.
*ABOUT THE JOB*
As a Direct Sales Team Lead, your responsibilities will be to provide sales coaching and systems support. This individual will encourage and coach Direct Sales Representatives on how to best sell the phone and value added services based on the needs of the customers. This individual will answer phone calls, process sales orders and actively participate with and mentor their team to improve sales statistics and productivity.
*RESPONSIBILITIES*
aC/ Take inbound sales calls and process sales orders
aC/ Maintain minimum sales and quality assurance (QA) metrics
aC/ Collaborate with supervisor to monitor team and individual representativeas performance and quality of calls and provide recommendations to improve performance
aC/ Assist Supervisors with coaching and mentoring representatives by providing motivation, encouragement and support to representatives
aC/ Monitor representativeas ACD State (clock in time, breaks, etc. ) and escalate issues if necessary to supervisor or management
aC/ Provide supervisor and management with weekly reports of each representativeas performance achievements and needed areas of improvement
aC/ Prepare hourly reports regarding floor performance
aC/ Ensure the adherence of policies and procedures by the representatives
aC/ Handle escalated customer calls from agents and provide appropriate resolutions and responses
aC/ Complete weekly agent call audits and deliver Quality Assurance audits
aC/ Participate/facilitate team meetings and huddles
aC/ Handle customer escalations
aC/ Other duties as assigned
*QUALIFICATIONS*
*Education*: High school diploma or GED required
*Experience*:
aC/ Minimum of 1 year experience in sales required
aC/ Prior experience in a call center preferred
aC/ Prior experience leading a team and/or managing performance, projects or multiple priorities preferred
*Knowledge/Skills/Abilities:*
aC/Computer skills including typing and prior experience using Microsoft Office Suite
*Personal Attributes:*
aC/ Customer focused
aC/ Action oriented
aC/ Tenacious