What are the responsibilities and job description for the Call Center Supervisor position at Renewal by Andersen - Tiffee Companies?
The Company
Renewal by Andersen is the replacement division of the 120 year old Andersen Corporation. Andersen is the oldest and largest window and door manufacture in North America. We focus on doing one thing, and doing it well, building the best products in the industry. We build the only unique window offering available in the market, and have a controlled territory to distribute our product. At Renewal by Andersen we exceed our product superiority goal, by having every product installed by employee installers. We use no sub-contractors in our product installation, and provide the best labor warranty on the market. Our process is designed to be the highest quality construction experience, backed by the oldest brand in the business.
The Inside Sales Center (ISC) Supervisor plays an important role in managing the performance of the ISC team. Partnering with the Manger of the ISC on process improvements and strategic initiatives to drive increased production and enhance the customer experience.
This role is full-time, on-site. Some weekend work required.
WHAT YOU'LL BE DOING - THE ROLE
Tiffee Companies is an Equal Opportunity Employer committed to fair hiring practices. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. We conduct background checks and drug screens in order to create a welcoming and safe environment for all team members.
Additional information? Feel free to visit our career page at https://www.tiffee.com/
Renewal by Andersen is the replacement division of the 120 year old Andersen Corporation. Andersen is the oldest and largest window and door manufacture in North America. We focus on doing one thing, and doing it well, building the best products in the industry. We build the only unique window offering available in the market, and have a controlled territory to distribute our product. At Renewal by Andersen we exceed our product superiority goal, by having every product installed by employee installers. We use no sub-contractors in our product installation, and provide the best labor warranty on the market. Our process is designed to be the highest quality construction experience, backed by the oldest brand in the business.
The Inside Sales Center (ISC) Supervisor plays an important role in managing the performance of the ISC team. Partnering with the Manger of the ISC on process improvements and strategic initiatives to drive increased production and enhance the customer experience.
This role is full-time, on-site. Some weekend work required.
WHAT YOU'LL BE DOING - THE ROLE
- Lead and manage a team of inbound sales center representatives, ensuring they meet performance targets and provide exceptional customer service.
- Provide training to new hires on utilizing the sales center software, handling customer escalations and resolving issues
- Monitor representatives calls and provide real time coaching and feedback to demonstrate best practices and improve performance.
- Generate and analyze reports on sales center performance metrics to identify areas for improvement and suggest strategies to enhance productivity
- Identify and address employee performance issues promptly. Partner with department management to implement coaching sessions, disciplinary actions and performance improvement plans when necessary.
- Drive performance contests and projects for increased production and engagement
- Ensure customer phone escalations are resolved promptly and effectively.
- Maintain accurate attendance records and track time off requests
- Routinely update all necessary functions within CRM Tool. (Enabled)
- Support our culture of delighting new and existing customers
- 3-5 years of sales experience/ call center/ leadership
- Business degree or equivalent experience.
- Intermediate CRM capability and understanding
- Proficient in Excel, PPT and other Microsoft products
- Be able to manage the workforce and ensure queue staffing.
- Commitment to fostering a positive and productive team culture.
- Base salary of $55,000 - $65,000 with additional compensation based on performance
- Commission compensation
- Health, Dental and Vision Insurance
- PTO & Holiday Pay
- 401k with company match
Tiffee Companies is an Equal Opportunity Employer committed to fair hiring practices. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. We conduct background checks and drug screens in order to create a welcoming and safe environment for all team members.
Additional information? Feel free to visit our career page at https://www.tiffee.com/
Salary : $55,000 - $65,000
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