Sales Supervisor


AZ, Tempe

Job type:


Job Description


Schedule: Sunday - Thursday 10:30 A.M. - 7:00 P.M.

The Sales Supervisor will be responsible for the execution of monthly, quarterly, and annual sales goals delivered by senior management. The focus of this job is to drive sales performance from their Sales Representatives through a majority of outbound telemarketing initiatives with some inbound sales initiatives. The Supervisor should be highly knowledgeable on all reporting aspects, communication terminology and technology, and organizational procedures. This Supervisor is responsible for coaching, motivating, and developing a team of high skilled, motivated representatives. This is a fast paced and results oriented position. Duties include: Analyzing and monitoring daily telephone activity to ensure compliance with performance standards; Establishing and communicating goals that result in excellent customer satisfaction and achieving business objectives. 


Overall Responsibilities:


  • Become a SME for assigned line of business
  • Supports and develops sales representatives by providing and delivering a Best-In-Class level of coaching in areas of call center performance, use of technology, and continuous development of RIGHT model  techniques. Sides by side monitoring and on the floor support will be required.
  • Ensure that the sales agents are able to meet/exceed all sales objectives and call quality metrics through outbound telemarketing
  • 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
  • Analyze behaviors and metrics to construct and drive performance and will develop and deploy corrective performance action plans as required
  • Lead by example, able to model the desired level of sales techniques and ability to follow all agent processes to assist callers creating a positive working environment
  • Foster an environment that encourages sales representatives to exceed customers' expectations
  • Utilize processes to maximize work flow and will work to minimize causes of customer dissatisfaction
  • Self-Management – Needs minimal supervision, self-motivated, and comfortable in a fast paced environment
  • Other job duties as assigned



Coaching & Mentoring – 80%

•  Identify, prioritize and coach sales representatives development areas

•  Conduct mandatory phone call monitoring and desk-side coaching and participate in role plays to ensure that all Sales Agents are able to perform at the levels required

•  Ensure that all sales representatives receive the appropriate level of sales training required to perform at the desired level

•  Provide appropriate motivational techniques to promote team building and to increase team and call center morale

•  Address disciplinary and/or performance issues according to DECCO policy

•  Conduct timely team meetings to ensure sales representatives are informed of most up to date policies, procedures and products

•  Accountable for conflict resolution within the team


Administration,  Reports & Operations  Management – 20%

•  Ensure that all sales representatives reference materials and sales tools are up to date

•  Manage the implementation of sales and quality processes

•  Ensure that sales representatives  have working equipment and all items needed to do their job

•  Assist in resolving customer complaints and call escalations

  • Provides all necessary weekly updates/reports to LOB Manager
  • Accountable for team’s RIGHT initiatives, including huddles, call listening sessions and 1:1’s are completed and documentation submitted




Bachelor’s preferred, High School Diploma or general education degree (GED) required


Required Work Experience:

  • 5+ years’ experience working within a call center sales environment preferred
  • 3+ years’ experience in a supervisor level role within a call center or sales environment
  • Proficient knowledge of inbound and outbound contact center environment
  • Proven telesales track record
  • Sales management experience
  • Excellent phone skills, customer service skills, analytical and troubleshooting expertise
  • Possess solid verbal and written communication skills
  • Able to multi-task, handle escalated calls and upset customers in a professional and courteous manner
  • Ability to develop and motivate a team
  • Able to accommodate a flexible schedule
  • Superb observation and coaching skills
  • Superb listening, probing, negotiation and de-escalation skills needed
  • Proficient in MS Office Software
  • Flexibility to adjust to a quickly changing and fast paced environment
  • Excellent interpersonal skills
  • Work Schedule is Sunday - Thursday 10:30 - 7:00 P.M.




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