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Extra Space Storage · 1 hour ago

Call Center Sales Team Lead

Midvale, UT

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Extra Space Storage is a leading company in the self-storage industry, seeking a Call Center Sales Team Lead to manage a dynamic team of inbound sales agents. The role involves driving sales conversion, coaching team members, and ensuring high levels of customer satisfaction while managing day-to-day call center operations.

CommercialReal Estate InvestmentSelf-Storage

Growth Opportunities

Responsibilities

Manages a sales team of both in-office and remote agents to meet target department KPIs

Builds a high performing sales team by establishing a culture that maximizes every customer interaction

Takes an active role in the development of each team member by providing daily coaching, setting goals and providing the necessary follow up

Conducts virtual team meetings that drive teamwork and collaboration

Analyzes team metrics to identify trends and gaps in performance

Monitors agent interactions with customers to ensure a high level of customer satisfaction

Monitors team’s efficiency to ensure service level goals are met

Holds employees accountable to performance standards and sales expectations

Partners with the Workforce Optimization team for scheduling needs

Assists with the Agent Development Program by identifying and nourishing our top talent

Assists with new hire interviews and training to ensure adequate staffing and agent development

Actively involved in creating an employee engaging environment

Works as a member/leader of special or ongoing projects

Assists with the oversight and supervision of the call center's day-to-day operation

Handles escalated calls in a professional, courteous manner

Resolves personnel issues and escalates to proper administration as needed

Evaluates and recommends methods for improvement of practices

Qualification

Sales managementCall center proceduresTeam leadershipCoaching skillsCustomer service experienceMicrosoft Office proficiencyInterpersonal skillsCommunication skillsAdaptabilityProject management