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in Cincinnati, OH
Sales Supervisor
•30 days ago
Hours | Full-time, Part-time |
---|---|
Location | Cincinnati and Surrounding Areas Cincinnati, Ohio |
About this job
Job Duties:
- Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving call quality and performance metrics.
- Analyzes call statistics to ensure performance and quality standards are met.
- Resolves worker issues or submits unsettled issues to the HR Department for appropriate action.
- Handles supervisor calls and oversees escalation queue.
- Monitors live or recorded calls and identifies performance gaps. Coaches employees for performance improvement, resolves day-to-day issues and problems, provides technical leadership, and answers questions accurately and professionally.
- Trains new employees to ensure professional, performance and quality standards are met.
- Encourages and participates in community activities.
- Monitors call volume to ensure appropriate staffing levels are maintained to service clients.
- Conducts meetings to ensure accurate and timely communication of client and campaign issues to and from the team.
- Reviews and submits all required reports and staffing requests, and maintains transaction reports and attendance/time records.
- Delivers performance reviews of team members, conducts disciplinary interview/counseling, and completes and files all necessary HR documentation.
- Participates in client quality calibration sessions.
Qualifications
METRICS
Must have all of the following:
Show Rate - 93%
Quality - 85%
Availability - 90%
Skills & Abilities
- Solid knowledge of computers and software applications including spreadsheet (Microsoft Excel), word processing (Microsoft Word), and e-mail (Microsoft Outlook) software applications.
- Strong customer services skills.
- Ability to plan own work and work of others.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to speak effectively before groups of customers or employees of the organization.
- Ability to work in a fast-paced environment, adapt to changing priorities, meet deadlines, multi-task effectively and work well under pressure.
- Ability to follow defined procedures and deal with different and specialized situations.
- Ability to handle confidential information.
- Ability to plan own work and the work of others and lead work groups or teams.
- Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority.
Education & Experience Education:
- High School Graduate or GED required.
- Associates’ degree (AA) from a two-year college or university or equivalent combination of education and experience preferred.
Job Experience:
- Previous Supervisory Experience REQUIRED.
- Six (6) months to one (1) year related experience is required.