Sales Resolution Lead

Overview:

As front line management, Sales Resolution Leads are responsible for teaching, developing, leading, and motivating a team of Sales Resolution Specialists.  This individual will supervise and coordinate activities to ensure that business guidelines are followed and department goals are met and surpassed.

Skills, Experience and Requirements:

• Assertive yet consultative
•  Results oriented with a contagious competitive attitude
• Advanced computer and data entry skills including use of the web, Windows and Microsoft Office
• Excellent communication skills including articulation and persuasion
• Bachelor's degree from four-year college or university preferred
• 1+ year of supervisory experience, preferably in an inbound call center environment

Responsibilities:

• Facilitate team meetings to ensure effective communication and provide team members with information and resources
• Ensure adequate standards are met for attendance, payroll, performance documentation and other established processes
• Drives results through leadership, guidance, mentoring and feedback to employees
• Assist Sales Resolution Specialists by resolving incoming retention calls that require a higher level of expertise in order to provide a resolution with quality customer service
• Properly analyze and communicate save rate results, productivity, and quality
• Communicate effectively with internal staff and management