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.

Essential Duties And Responsibilities

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.
Administering 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

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

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

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

SOLVE PROBLEMS: 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

JOB QUALIFICATIONS: Education & Experience Requirements

High School diploma or equivalent, some college desired
Minimum 2+ years prior experience in a supervisory capacity, preferably within a high volume call center or other fast-paced, service-oriented environment
1-3 years sales and/or customer service experience
Possess math skills sufficient to perform required duties
Or an equivalent combination of education, training or experience

Physical Requirements

Ability to sit at a desk and use a computer for up to 8 hours a day; ability to use hands and fingers to type on a keyboard and use a mouse to navigate. Vision sufficient to view small details on a computer monitor.
Ability to stand and walk up to 8 hours a day; ability to stoop, bend and lift boxes weighing up to 50 lbs.
Ability to hear and verbally communicate using a telephone handset and/or connected headset device.

WORKING CONDITIONS

Regular business hours. Some additional hours may be required.
Travel requirements: Negligible
Climate-controlled office environment during normal business hours.
Regular attendance and punctuality required

DISCLAIMER

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per PODS policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that PODS will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.

PODS

New Jobs

Sup I - Sales Operations