Job description

Alpaca Audiology is looking for a dedicated, lead and conversion driven Sales Supervisor who is analytical and can coach and motivate sales representatives. The Sales Supervisor must be analytical and well experienced in the management of metrics heavy contact centers, with strong computer proficiency. They will have a strong focus on Lead Generation/Sales. Additionally, they will assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. Individual MUST be sales/goals driven, analytical, supportive, prepared to act as a resource to agents, and

Hybrid positions may be available with experience. Position provides competitive salary with bonus (reflected in salary range).

Responsibilities:

• Oversee and set activity and milestone/sales targets for outbound/lead gen calls.
• Set clear team goals and KPIs.
• Measure performance with KPIs such as call waiting, productivity, etc.
• Prepare reports and analyzing data to assist management as they determine call center goals.
• Ensure that agents understand and comply with all customer service objectives, performance standards, and policies.
• Answer agent questions regarding best practices or difficult calls.
• Identify operational issues and suggesting possible improvements.
• Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Work with other supervisors and management team members to support agents and maximize customer satisfaction.
• Train/prepare call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.

Requirements:

• Associates degree or higher.
• Call center, sales, customer service, and supervisory experience.
• Highly proficient with technology, especially computers, software applications, and phone systems.
• Must be proficient in Excel.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Additional Preferred Skills:

• Ability to work independently with accountability and ownership.
• Planning, organizing and multi-tasking skills along with disciplined time management.
• Attention to detail and follow through.
• Focus through ambiguity.
• Persuasive approach to influence outcome.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift
• Evening shift
• Morning shift

Supplemental pay types:

• Performance bonus

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• Call center
• Hybrid remote
• In-person

Ability to commute/relocate:

• Parsippany, NJ 07054: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Sales: 3 years (Preferred)

Work Location: Hybrid remote in Parsippany, NJ 07054

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