Outbound Supervisor

Job description:

Position Summary

The Outbound Call Center Supervisor will oversee a team of outbound sales representatives, ensuring the achievement of daily, weekly, and monthly sales goals and performance metrics. The ideal candidate is a results-oriented leader with a proven track record in a sales lead position, capable of motivating a team and fostering a high-performance culture.

Key Responsibilities

• Team Leadership: Supervise, coach, and motivate a team of outbound call center representatives to meet and exceed established targets and performance key performance indicators (KPIs).
• Performance Management: Monitor and evaluate agent performance, conduct regular call reviews, provide constructive feedback, and implement performance improvement plans as needed.
• Goal Achievement: Drive the team to achieve daily, weekly, and monthly targets for calls made, contact rates, conversion rates, and revenue generation.
• Training & Development: Identify training needs and assist in the development and delivery of ongoing training programs for new and existing staff on products, sales techniques, and system usage.
• Quality Assurance: Ensure all team members adhere to company policies, industry regulations, and maintain the highest standards of professionalism and call quality.
• Reporting & Analysis: Track, analyze, and report on team metrics and performance data to management, identifying trends and recommending strategies for improvement.
• Problem Resolution: Handle escalated customer and representative issues, providing prompt and effective resolutions.
• Workflow Management: Manage call center floor operations, including scheduling, adherence, and real-time adjustments to ensure maximum efficiency and coverage.

Qualifications & Skills

• Experience: Minimum of 2-3 years of supervisory experience in an outbound call center or a similar sales-focused environment is preferred.
• Leadership: Proven ability to lead, coach, and inspire a team to achieve peak performance.
• Communication: Excellent verbal and written communication skills, with the ability to provide clear direction and feedback.
• Sales Acumen: Strong understanding of outbound sales processes, telemarketing strategies, and customer relationship management (CRM) software.
• Technical Proficiency: Proficient in Microsoft Office Suite (Excel, Word, Outlook) and experience with call center technology and CRM platforms (e.g., Salesforce, Zendesk, Five9, etc.).
• Problem-Solving: Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Adaptability: Ability to thrive in a fast-paced, target-driven environment and adapt quickly to changing priorities.
• Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off