SALES SUPERVISOR I
Join the team and help us grow! Our mission is to create an environment and culture that empowers our agents and management team to passionately represent our client's brands. We believe happy agents equals happy customers. We believe that excellence is never an accident; it is the result of high intentions, sincere effort, and skillful execution.
Candidates for this role should be highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.
This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
SALARY Commensurate ---------------
POSITION RESPONSIBILITIESSupervisors are responsible for the day-to-day activity and development of 15-20 agents within a complex call center environment. The supervisor is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and sales results. Sales Supervisors conduct regular business meetings with Inside Sales Representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Supervisors work closely with the Call Center Operations Manager in ensuring the overall adherence to corporate policies and procedures.
Our Sales Supervisor I are responsible for the following tasks:
Overall management of 15-20 AgentsManage metrics, performance criteria, policies and procedures to continuously improve call center productivityDirects sales forecasting activities and sets performance goals and objectives accordinglyDevelop and maintain strategy on ensuring customer satisfaction on all sales transactionsProvide team motivation and development to maximize sales opportunitiesResponsible for the overall performance and productivity of direct reportsResponsible for weekly payroll review and submission to ensure correct entriesResponsible for driving the growth of revenue and profit originating from a call centerMeeting performance targets, operating efficiencies, processing improvements, people development and quality assurance.Monitoring of individual, team and call center results to identify and act on both positive and negative performance.Determining work procedures, preparing work schedules, and expediting workflow.Other duties and responsibilities as assigned CANDIDATE QUALIFICATIONSThe ideal candidate for this role would share and understand our high growth objectives. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent our company internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.
Associate’s degree and/or relevant work experienceExceptional interpersonal & communication skillsStrong supervisory experience including staff developmentAdvanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPointDemonstrated ability to drive sales through the actions of othersSuperior knowledge of call center tools and technology used to manage KPIs and SLAsPossess effective conflict resolution skills (both customer and agent conflict)Proven leader with advanced time management, planning, organizational and multi-tasking skillsAbility and eagerness to learn new products and systemAbility to work in a professional fast-paced environment COMPENSATION DETAILSWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.
Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.
JUST A FEW OF THE BENEFITS
Medical, Dental, and Vision Coverage OptionsPaid Time-OffRegular RaisesWork-at-Home OpportunitiesAdvancement OpportunityFun, Engaging Work EnvironmentCasual Dress CodeCash and Prize ContestsPHYSICAL REQUIREMENTS
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
CONDITIONS OF EMPLOYMENTAll MCI Locations
Must be authorized to work in the country where the job is based.Subject to the program and location of the position
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.Must be willing to submit to drug screening. Job offers are contingent on drug screening results. REASONABLE ACCOMMODATIONConsistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
EQUAL OPPORTUNITY EMPLOYERAt MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.
MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.
MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
ABOUT MCI (PARENT COMPANY)MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.
In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.
The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.
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