Sales Director

2 weeks ago

Sydney, Nova Scotia, Canada MCI, LC Full time

Position Overview

Sales Supervisor I

MCI, LC is committed to creating an environment and culture that empowers our agents and management team to passionately represent our clients' brands. We believe happy agents equal happy customers. Our goal is to foster a culture of excellence, driven by high intentions, sincere effort, and skillful execution.

Candidates for this role should be highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred. This position requires employees to report to work at one of our physical contact center locations.

To be considered for this role, you must complete a full application on our careers page, including all screening questions and a brief pre-employment test.

Job Responsibilities

  • Supervisors are responsible for the day-to-day activity and development of 15-20 agents within a complex call center environment.
  • The supervisor ensures call quality from start to finish and proactively seeks ways to improve internal processes and sales results.
  • Sales Supervisors conduct regular business meetings with Inside Sales Representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports.
  • Supervisors work closely with the Call Center Operations Manager to ensure overall adherence to corporate policies and procedures.

Our Sales Supervisor I are responsible for the following tasks:

  • Overall management of 15-20 Agents.
  • Manage metrics, performance criteria, policies, and procedures to continuously improve call center productivity.
  • Directs sales forecasting activities and sets performance goals and objectives accordingly.
  • Develop and maintain strategy on ensuring customer satisfaction on all sales transactions.
  • Provide team motivation and development to maximize sales opportunities.
  • Responsible for the overall performance and productivity of direct reports.
  • Responsible for weekly payroll review and submission to ensure correct entries.
  • Responsible for driving the growth of revenue and profit originating from a call center.
  • Meeting performance targets, operating efficiencies, processing improvements, people development, and quality assurance.
  • Monitoring of individual, team, and call center results to identify and act on both positive and negative performance.
  • Determining work procedures, preparing work schedules, and expediting workflow.
  • Other duties and responsibilities as assigned.

Candidate Qualifications

  • An Associate's degree and/or relevant work experience.
  • Exceptional interpersonal & communication skills.
  • Strong supervisory experience including staff development.
  • Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
  • Demonstrated ability to drive sales through the actions of others.
  • Superior knowledge of call center tools and technology used to manage KPIs and SLAs.
  • Possess effective conflict resolution skills (both customer and agent conflict).
  • Proven leader with advanced time management, planning, organizational, and multi-tasking skills.
  • Ability and eagerness to learn new products and system.
  • Ability to work in a professional fast-paced environment.

Salary Details

We offer a competitive salary range of $60,000 - $80,000 per year, commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Benefits

  • Medical, dental, and vision coverage options.
  • Paid Time-Off.
  • Regular Raises.
  • Work-at-home opportunities.
  • Advancement opportunities.
  • A fun, engaging work environment.
  • Casual dress code.
  • Cash and prize contests.

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

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