Sales & Customer Service Supervisor - 2nd Shift

General Summary
Provide leadership to ensure Insight products and services are accurately presented to customers and that sales, productivity and quality performance goals are exceeded.
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Primary Responsibilities

-Create synergy around the selling process and optimize sales performance through a partnership with Marketing and the supervisory staff
-Insure timely responses to all customer inquiries that result in excellent customer satisfaction and achieving business objectives
-Work with personnel and customers to resolve difficult subscriber questions and/or problems
-Analyze and monitor daily telephone activity to ensure compliance with performance standards
-Ensure individual and departmental compliance with sound cash control
-Interface with other departments to provide seamless support to customers
-Meet service level of 90% or above
-Meet team assigned sales goals and contribute to division sales goals
-Full Understand repair, cable, and high speed internet and telephony for order entry, sales, trouble shooting and collections
-Second level of upward (customer request to talk with supervisor)
-Perform related duties as assigned or as the situation dictates

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Supervisory Duties

-Develop and implement best practices that contributes to an improved operations and customer satisfaction
-Create an atmosphere of professionalism and mutual support among employees
-Ensures high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands
-Provide ongoing coaching and development of personnel engaged in inbound sales transactions
-Regularly monitor and t-line with personnel to mentor and monitor performance and service to customers
-Track and record employee performance against established performance standards for annual merit increases
-Communicates sales and marketing campaigns to personnel
-Assist in the recruitment, hiring and training of personnel
-Prepare and verify work and payroll sheets to insure accuracy

Perform all duties of phone personnel when necessary

Requirements:
Required Knowledge, Skills and Abilities

-Willingness and enthusiasm to learn and apply new sales techniques
-Ability to use varying coaching techniques to support continual team growth and success
-Detail oriented with a background in problem solving skills and the ability to multi-task
-Ability to motivate, inspire teamwork and supervise employees of diverse socioeconomic backgrounds and experience
-Excellent verbal and written communication skills with internal and external customers
-Strong telephone voice in terms of tone, clarity, pronunciation and proper use of grammar
-Proficient in multi-tasking, working under pressure and meeting deadlines
-Ability to work well in a customer service environment
-Work on assigned projects with minimum supervision
-Knowledgeable of technical and customer service developments in the industry
-Proficient in Windows applications, typing and internet navigation skills

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Education and Experience

-Bachelor�� s degree in related field
-Three to five years experience as a salesperson, customer service representative and/or customer service/sales supervisor
-Previous sales, coaching, supervisory or training experience preferred
-Previous experience in a high volume call center, preferably sales
-Bi-lingual background preferred

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Physical Demands and Work Environment

-Will work on computers while sitting at their desk for extended periods of time