Extra Space Storage

Midvale, Utah, United States

Call Center Team Lead - Sales (You Must Be Located Within The Vicinity Of Salt Lake City, Utah)

Posted 28 days ago

Job Description

Job Summary

Manages a team of dynamic inbound sales agents in a hybrid work environment. Measures and monitors agent performance through data and observation. Leads team with a positive coach mentality in order to build the knowledge, skill and confidence of each individual team member. Drives sales conversion by focusing on productivity, quality and customer experience. Performs day-to-day call center team management functions, while focusing on building an engaged workforce.

Primary Responsibilities

  • Manages a sales team of both in-office and remote agents to meet target department KPIs.

  • Builds a high performing sales team by establishing a culture that maximizes every customer interaction.

  • Takes an active role in the development of each team member by providing daily coaching, setting goals and providing the necessary follow up.

  • Conducts virtual team meetings that drive teamwork and collaboration.

  • Analyzes team metrics to identify trends and gaps in performance.

  • Monitors agent interactions with customers to ensure a high level of customer satisfaction.

  • Monitors teams efficiency to ensure service level goals are met.

  • Holds employees accountable to performance standards and sales expectations.

  • Partners with the Workforce Optimization team for scheduling needs.

  • Assists with the Agent Development Program by identifying and nourishing our top talent.

  • Assists with new hire interviews and training to ensure adequate staffing and agent development.

  • Actively involved in creating an employee engaging environment.

  • Works as a member/leader of special or ongoing projects.

  • Assists with the oversight and supervision of the call center's day-to-day operation.

  • Handles escalated calls in a professional, courteous manner.

  • Resolves personnel issues and escalates to proper administration as needed.

  • Evaluates and recommends methods for improvement of practices

Job Specifications

  • Good knowledge of call center operating procedures.

  • Strong interpersonal and communication skills.

  • Leader of people with ability to coach and cultivate a successful team.

  • Excellent verbal and written communication.

  • Ability to manage more than project at a time.

  • Quick learner and ability to adapt to change.

  • Strong focus on sales and customer service and experience.

  • Manages and approves NSC payroll for their team

Education and Experience

  • Bachelors degree in business administration, management, or marketing preferred.

  • Two years of supervisory / leadership experience.

  • Three years or more within a sales role.

  • Proficiency in Microsoft Office, including Excel, Word, PowerPoint and Outlook.