Sales Support Supervisor

About the role

The Sales Support Supervisor ensures that the Inbound and Outbound Sales departments consistently deliver a higher quality of service than customers expect, with the main objective being that sales are completed. The supervisor provides feedback and analysis on the performance of the division that handles this customer contact, so that effective use of the data can improve customer loyalty and retention.

Key responsibilities

• Monitor the performance of Sales Support Coordinators and give feedback to meet customer satisfaction goals
• Maintain adequate staffing levels and accurate e-time records
• Ensure training covers troubleshooting, policy and procedure, campaign offers and updates needed for the sales team
• Guide coordinators in resolving difficult situations and coach, develop and recognise them
• Handle escalated customer concerns and supervise the handling of e-mails in the Sales Support mailboxes
• Distribute and reinforce written guidelines on policy and procedure changes from Sales Management
• Maintain monitoring statistics and performance metrics, and run an ongoing training schedule
• Prepare performance reviews, monthly progress reports and corrective actions
• Handle HR transactions such as recruitment, termination and pay status changes
• Act as a role model and mentor to Telemarketing Sales personnel and maintain good relationships across departments
• Work on special projects and other duties assigned by the Sales Support Manager

Required profile

• Associate degree in business preferred
• Minimum of 5 years of Quality Assurance, Call Center and/or Customer Service experience
• Prior supervisory or management experience preferred
• Ability to work under pressure, in a team and on a flexible schedule including nights and weekends

Required skills

• Microsoft Word and Excel
• Cable Data and Zoom knowledge preferred
• Strong oral and written communication, analytical problem solving and conflict resolution skills