American Standard

  • Call Center Supervisor

    Job Locations US-TX-Grand Prairie
    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    2018-2359
    # of Openings
    1
    Category
    Sales
  • Overview

    American Standard, serving customers for over 140 years, is seeking an experienced direct response Call Center Supervisor for our national Direct to Consumer walk-in tub program.

     

    The Call Center Supervisor will oversee productivity of a new growing team of agents who are responsible for turning inquiries into sales leads via inbound and outbound calling strategies (voice, email and online) with the goal of setting in-home appointments for American Standard sales specialists.

    Responsibilities

    • Plan, coordinate and conduct training for new hires as well as ongoing training for established agents.
    • Monitor inbound and outbound calls with all agents, to ensure adherence to best practices, quality and efficiency. Provide feedback and motivation.
    • Be proactive with observations, by reporting trends, adjustments and/or recommendations for the program on a regular basis.
    • Provide coaching and mentoring to agents, delivering feedback on call performance and other key performance indicators.
    • Motivate call center agents to achieve performance objectives and team goals.
    • Manage inbound and outbound call strategies.
    • Review trend reports against program goals and ensure metric goals are met.
    • Participate in regular business reviews with the American Standard team.
    • Manage the day-to-day communication and successful operation of the program.
    • Understand all aspects of the offered products and programs.
    • Phone support for inbound client accounts, as needed.

    Qualifications

    • 3-5 years of related experience (call center sales management and call center training experience highly desirable).
    • Proven track record of successful management of call center agents, for inbound and outbound lead generation or sales.
    • Minimum 1 year experience as manager in direct response call center environment.
    • Must have excellent oral, written, communication and presentation skills.
    • A sales background with the ability to close.
    • Proven leadership skills and solid account or project management experience.
    • Highly organized and detail-oriented.
    • Proficient in the MS Office Suite (Excel, Word).
    • A self-motivated team player who interfaces well on all levels with minimal direction.
    • A positive attitude with high enthusiasm and a desire to provide top-notch service.
    • Ability to prioritize tasks and resolve issues quickly.
    • Experience in using a CRM or lead management database, such as Lead Perfection, preferred.

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