Sup - Sales Operations

Job Summary

Responsible for the overall performance, productivity and development of assigned Sales agents reporting to this position. Manage customer problem/resolution; sales, cancellations, coaching, call monitoring, weekly payroll, schedule adherence, attendance, floor walking to support escalated calls as necessary.

• Responsible for the overall performance and productivity of the team’s sales targets
• Responsible for the development of sales associates through formal performance reviews, in-depth one‑on‑one coaching, training and follow‑up to optimize essential job skills
• Timely generation, implementation and execution of counselling action plans to enhance the performance and productive capacity of underperforming personnel
• Administer motivational programs to include individual recognition, incentives, contests and team performance awards
• Provide communication and follow‑up to ensure representatives are fully informed of all new information related to products, policies, procedures, and company related issues, changes or actions
• Responsible for weekly payroll review and submission to ensure correct entries in a timely manner

• Typically reports to Management. Direct supervisor job title(s) typically include:
  Director – Sales and Service Center Operations, Sr Mgr – Sales and Service Center Operations
• Job is directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management). Job title example(s) of employees directly supervised:
  Rep – Storage Center Sales, Consult/Sr Consult – Sales, Consult – Universal Sales, Rep – Commercial Accounts

• SOLOPROBLEMS:
  Able to apply both rational and creative processes and approaches to identify root causes of problems and solutions
• INFORM:
  Able to keep all appropriate parties up‑to‑date on decisions, changes and other relevant information
• QUESTION:
  Able to use effective fact‑finding techniques to discover all relevant information;
  Able to ask questions that are not leading or biased;
  Able to challenge assumptions
• SPEAK COMPETENTLY:
  Able to speak clearly and concisely;
  Able to use appropriate vocabulary for the audience;
  Able to get point across unambiguously and check for understanding
• DELIVER EXCEPTIONAL CUSTOMER SERVICE:
  Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs;
  Able to make customer satisfaction a high priority
• COACH:
  Able to observe and track performance in order to instruct, guide, encourage, and support employees;
  Able to provide positive and developmental feedback on performance;
  Able to place emphasis on continuous improvement
• DELEGATE:
  Able to clearly assign responsibility and authority for tasks to appropriately selected individuals or teams;
  Able to remove obstacles to administration and / or execution;
  Able to allow for and contribute needed resources
• PROVIDE DIRECTION:
  Able to establish and communicate a common vision;
  Able to translate company strategy into team goals and objectives;
  Able to set clear priorities;
  Able to clarify roles and responsibilities through individual performance plans;
  Able to make self available for questions
• BE PERSONALLY PRODUCTIVE:
  Able to use own time efficiently and avoid wasting time;
  Able to organize work with realistic priorities for self and others;
  Able to demonstrate stamina to sustain effort over a period of time;
  Able to set high but realistic standards for self;
  Able to produce a high volume of work;
  Able to balance personal and work commitments to maintain "personal best" conditions
• PROFICIENT COMPUTER USER:
  Able to keyboard, navigate a desktop, type, perform data entry and use required software applications to produce basic correspondence, electronic communication, presentations and maintain spreadsheets and databases. Able to operate general office equipment including company telephone system
• ADVANCED TELEPHONY USER:
  Able to use required telephony system which may include call flow, control, routing and reporting in a contact center environment