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Sales Supervisor - Call Center


AZ, Tempe

Job type:


Job Description


Schedule: Monday - Friday  (8:00 - 5:00)


The Customer Retention Supervisor’s primary focus is to oversee and effectively manage their Customer Retention Team, in all activities including those which contribute to the acquisition, satisfaction and retention of customers.

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 customer service and sales goals that result in excellent customer satisfaction and achieving business objectives. The Supervisor should be highly knowledgeable and should have knowledge of all reporting aspects, communication terminology and technology, and organizational procedures.



Overall Responsibilities:


  • Become a SME for assigned line of business
  • Supports and develops CRR’s 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.
  • Responsible for meeting team KPI’s: Contacts per Hour, Resolved Customer Complaints, Successful Overrides on Rejected accounts, RFT targets, Conversion targets, Quality Metrics, and other established metrics provided by LOB Manager
  • 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 CRR’s 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 CRR 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 CRR’s 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 CRR’s 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 CRR reference materials and sales tools are up to date

•  Manage the implementation of sales and quality processes

•  Ensure that CRR’s 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 line of business 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
  • 3+ years’ experience in a supervisor level role within a call center
  • 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






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