Customer Engagement Supervisor; Inside Sales

Customer Engagement Supervisor (Inside Sales)

The Customer Engagement Supervisor position requires maintaining day-to-day operations of a Customer Engagement Sales team including supervision of staff. Creating a collaborative, high-energy environment to assist team members in consistently meeting and exceeding monthly goals. This position is responsible for building a high-performing team to help promote the overall business growth including setting and achieving sales goals. In this position you will achieve this by using leadership development and managerial skills to trend data, manage team performance, develop motivational projects, collaborate with other departments and peers and work with Sales Director consistently to meet or exceed department expectations.

In addition, this position is responsible for ensuring all communications (verbal and written) directed to the Inside Sales Department are handled appropriately. Sales supervisors are also responsible for resolving escalated customer issues and providing feedback when appropriate to the management team.

What you do every day:

• Manage sales team including setting/achieving sales goals and managing performance.
• Organize, direct, and monitor daily activities of Customer Engagement Sales members.
• Distribute workload to team, monitor and review performance, document activities.
• Monitor sales calls by observation of customer engagement sales member's demeanor, accuracy of product/service representation, and ability to match the customer to appropriate product/service; provides feedback as needed.
• Monitor, analyze, and review productivity levels, generate necessary reports to support analysis, provide/recommend corrective actions to assist with increased productivity.
• Answer questions from team members and provide suggestions as appropriate.
• Manage timecards, performance reviews, documentation of feedback, maintain records of requests and complaints.
• Manage workers and resolve grievances; if needed, escalates to management for assistance.
• Build a strong, high-performing team that enjoys fun and competition and strives to meet/exceed required metrics.
• Prepare and report any required stats, as requested to monitor the success of the program
• Identify areas of opportunity and provide feedback to those impacted.
• Maintain thorough knowledge and expertise in all offered products and services.
• Perform Customer Engagement Sales duties as needed.
• Ability to handle direct calls, emails, and/or chats from customers
• Provide service courteously, accurately, and efficiently to team members, co-workers, and customers.
• Any additional tasks/projects as assigned by the management team.

What skills you need:

• High school diploma or equivalent relevant experience required, Associate's degree preferred.
• Inside Sales Leadership skills and experience is required
• Experience achieving aggressive sales growth targets.
• One to three years of supervisory/leadership experience in a fast-paced environment preferred.
• Excellent written and verbal communication skills.
• Ability to understand and explain technical information to others regardless of skill set.
• Strong MS Office application skills.
• Able to work weekends and change schedules to meet staffing demands on short notice.
• Ability to multi-task and prioritize assigned tasks.
• Ability to train new staff in all areas as needed and provide a source of knowledge for staff inquiries.
• Strong communication skills with the ability to adjust communication style to fit the audience.

About Consumer Cellular:

Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service.

The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network…