Call Center Sales Team Lead

Job Summary:

We are seeking a highly motivated and experienced Call Center Sales Supervisor to join our team at Mass Markets. As a Call Center Sales Supervisor, you will be responsible for leading a team of sales representatives and ensuring the success of our call center operations.

Key Responsibilities:

• Lead a team of 15-25 sales representatives and provide coaching and development opportunities to ensure maximum quality and production.
• Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Develop and maintain strategies to ensure customer satisfaction on all service interactions.
• 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 the call center.
• Proven ability to meet performance, efficiency, and quality assurance targets.
• Monitoring of individual and team results to identify and act on both positive and negative performance.
• Communicate key messages effectively to ensure that direct reports are informed of process changes.
• Provide regular feedback to representatives regarding performance wins and areas of opportunity.
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Determining work procedures, preparing work schedules, and expediting workflow.
• Responsible for hiring, coaching, and terminating call center employees.
• Be a subject matter expert on client business.
• Manage remote employees as needed.

Requirements:

• Minimum of 3 years of total call center experience or 1 year of call center management experience.
• Associate's degree or equivalent combination of education and relevant work experience.
• Exceptional interpersonal and communication skills.
• Strong supervisory experience, including staff development.
• Advanced knowledge of Microsoft Office, including Outlook, Excel, Word, and 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 practical conflict resolution skills (both customer and agent conflict).
• Proven leader with advanced time management, planning, organizational, and multitasking skills.
• Ability and eagerness to learn new products and systems.
• Ability to work in a professional, fast-paced environment.
• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets.
• Clear, concise, and practical communication skills (both oral and written).
• Solution-oriented and positive mindset that openly embraces change and stretches goals.
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
• Ability to hold team members accountable for job performance, including adherence, KPIs, and process.
• Ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

Preferred Qualifications:

• Military, local, state, or federal government experience is a plus.
• Graduation from an accredited two-year or four-year college or university is a plus.
• Experience managing both remote and on-site reports is a plus.

Compensation Details:

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly, and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentives and prizes such as computers, tablets, phones, TVs, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90 days of employment, all employees are eligible to opt for our MEC medical plan after only 30 days of employment. Benefits options and plans vary slightly by location.

Benefits:

• Medical, Dental, and Vision Coverage Options
• Paid Time-Off
• Advancement Opportunity
• 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.

Conditions of Employment:

• Must be authorized to work in their country of residence (The United States or Canada).
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.

Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources.

Equal Opportunity Employer:

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

About MCI (Parent Company):

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).