Sales Team Supervisor

About the role

Broadway Support Services, an affiliate of a large US debt settlement company, is looking for a DR Sales Team Supervisor. The role supervises a team of about 15 sales agents, giving them direct guidance and support during the day and acting as the main link between the team and the Regional Manager. It is a full-time, on-site position with 8-hour days and 40-hour weeks.

Key responsibilities

• Coach the team daily, review KPIs and trends, run workshops and manage workflows so tasks and policies are followed
• Run the Culture of Coaching process: team huddles, live call monitoring, hot seats, second voicing files and agent support
• Communicate findings, data and policies from management to agents, covering areas of improvement, lead dispositioning, login times and adherence
• Support compliance, quality and the work environment, and give performance feedback
• Work with the Regional Manager to improve team metrics such as debt enrollment, conversion and retention, and to ensure company policies are followed
• Aid new hires, support ongoing training and roll out policy and process changes
• Work with QA coaches to deliver coaching and follow progressive discipline, and complete sales and supervisor training

Required profile

• At least 1 year of experience in a sales or contact center environment, with proven success in meeting performance goals
• Previous experience as a team leader, supervisor, coach or mentor
• Experience delivering actionable feedback, analyzing KPIs and partnering with management to improve productivity and adherence
• Experience supporting new-hire onboarding and training
• Financial services experience preferred but not required
• Timely, responsible, coachable and reliable; able to multitask in a fast-paced environment
• Ability to sit, stand, use a headset and work at a computer screen for long periods; lifting no more than 10 pounds

Required skills

• Proficiency in Microsoft Office, with emphasis on Excel, PowerPoint and Word
• Strong written and verbal communication

What we offer

• Employee mentorship and leadership programs
• Private insurance, meal subsidy and referral program
• Transportation starting at 4:00 PM
• Growth opportunities and privileged City Center location