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Call Center Supervisor

Crisp Connections Memphis, TN
  • Posted: over a month ago
  • Full-Time
  • Benefits: Vision, Medical, Dental

Our ideal Call Center Sales Supervisor is someone with 3-5 years Call Center Sales Lead or Management experience. The CCM for us will be able to grow an excellent Sales Team through coaching, enforcing proper protocol and processes, monitoring the training and coaching practices of his/her Team Leads while managing the budget and sales growth of the department.

Monitor Employee Performance

  • Manage the Call Center Sales Agents and Associate Support Personnel through subordinate Team Leaders
  • Ensure that Sales Agents are meeting or exceeding call volume requirements and achieving sales goals based on conversion numbers, hours and call volume

Monitor Quality

  • Ensure the proper protocol and processes are being enforced through subordinate quality team

Reporting

  • Interpret Call Center Sales Agents individual reports, take action and make changes based on results
  • Present individual reports, team reports, and overall sales/statistics to senior level management in weekly, monthly, quarterly meetings either via conference call or off site

Processes & Operations

  • Develop and implement improvements to processes and operations to enhance efficiency and effectiveness
  • Understand specific goals of the call center and identify gaps in performance, productivity, quality and cost at all levels
  • Identify opportunities to maximize efficiency on all levels

Campaign Management

  • Implement all new campaigns derived from marketing department through subordinate team leads
  • Work with team leads to assign Sales Agents to specific campaigns as needed to maximize overall efficiency
  • Train team leaders on implementing and enforcing new campaign scripts and processes

Coaching & Maintaining Employee Morale

  • Maintain positive, consistent and effective means of communication
  • Develop and organize motivational incentives and programs
  • Coach and motivate representatives to meet and exceed sales performance goals
  • Promote the highest level of ethical & professional conduct

Technology/Software

  • Work with IT on troubleshooting issues with software or phone system when problems arise
  • Ensure that all elements of call center are fully functional

Crisp Connections

Address

Memphis, TN
USA

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