American Standard

  • Call Center Supervisor

    Job Locations US-TX-Grand Prairie
    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    # of Openings
  • 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.


    • 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.


    • 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.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed