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Retention Sales Supervisor


PA, Forty Fort

Job type:


Job Description

Company Profile:

Direct Energy generates electricity and produces natural gas, as well as selling commodities and servicing the energy needs of homes and businesses in 46 U.S. states plus the District of Columbia and 10 Canadian provinces. We also help our customers save on their energy bills through energy efficiency. Located in over 50 locations, our team of 6,000+ employees serve over 6 million residential and commercial customer relationships.

Direct Energy is a subsidiary of Centrica plc (LSE:CNA), one of the world's leading integrated energy companies with over 20 million customers and 34,000 employees worldwide. We are committed to being the most recommended energy and services provider and leading the transition to a low carbon society.

The sales supervisor will be responsible for the execution of monthly, quarterly and annual sales goals delivered by senior management that will require enrolling the commitment and buy-in from their staff. The focus of this job will be to make connections with people, motivating and inspiring them to achieve results. This is a fast paced and results oriented position. While there is urgency to goal achievement, the responsibility for achievement of results needs to be shared and effectively delegated to their sales teams when necessary. Initiating projects and processes beyond the established organization practices will often require training and developing others, and enlisting their support.


  • 3+ years in a supervisor role within a call center or leadership capacity
  • Proficient knowledge of an inbound/outbound contact/sales center environment
  • Proven telesales track record
  • Sales management experience
  • Excellent phone skills, customer service skills, analytical and troubleshooting expertise
  • Excellent oral and written communication skills
  • Resourcefulness and ability to work with limited supervision
  • Flexibility and ability to manage multiple tasks and deadlines
  • • Excellent knowledge of Microsoft Applications
  • Ablility to develop and motivate a team
  • Superb observation and coaching skills
  • Superb listening, proing, negotiation and de-escalation skills needed
  • Ability to adjust quickly to a changing and fast paced environment
  • Excellent interpoersonal skills


Key Responsibilities

  • Oversee a team of 15-20 reports within an inbound and/or outbound sales center
  • Supports and develops the sales agents by providing and developing a Best-in-Class level of coaching in areas of call performance, use of technology and continuous development of advanced selling skills
  • Develop the sales agents to consistently perform with accuracy, speed and the highest level of integrity and respect for their respective customers
  • Ensure that sales agents are able to meet/exceed all sales KPI/Objectives in addition to call quality metrics
  • Fully responsible for the performance of assigned sales agents and is responsible for their overall development and sales performance success by analyzing behaviors and metrics to construct and drive performance
  • Accountable for conflict resolution within the team
  • Develop and deploy disciplinary and/or corrective performance actions plans as needed
  • Utilize processes to maximize work flow and will work to minimize causes of customer dissatisfaction by sharing best practices and process efficiencies within agents
  • Lead by example, able to model the desired level of sales techniques and will promote a positive working environment
  • Create sales contests and campaigns designed to develop a competitive and fun sales atmosphere that will motivate the sales agents to perform at a high level
  • Personify the attitude that the sales agent is important and integral to the overall success of the sales team
  • Provide consistent coaching, mentoring and support aid to any sales agent on the floor that needs help
  • Liaison between other lines of business not limited to Human resources and Small business to operate on a effective and efficient basis
  • Other duties as assigned

Administration & Reports Management

  • Ensure that all sales agents reference materials and sales tools are up to date
  • Process Payroll and timesheets as needed
  • Ensure all sales agents have working equipment and all the items needed to do their job
  • Complete daily reporting needs (ex: daily sales trackers, recaps)
  • Ensure that all sales agents receive the appropriate level of sales training required to perform at a desired level
  • Conduct refresher trainings in conjunction with manager
  • Assist in resolving customer complaints and call escalations

Coaching & Mentoring

  • Directly manage team of 15-20 or more sales agents
  • Identify, prioritize and coach sales agents development areas on regular basis
  • Conduct mandatory phone call monitoring and desk side by side coaching – participate in role plays to ensure that all sales agents are able to perform at the levels required
  • Provide appropriate motivational techniques to promote team building and to increase team and sales center morale
  • Foster an environment that encourages sales agents to exceed customer expectations
  • Conduct timely team meetings to ensure agents are informed and most up to date on policies, procedures and products

The IndividualDirect Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability
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