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The BORO Group - Renewal by Andersen · 1 day ago

Outbound Supervisor

Tomball, TX

Full-time

Onsite

Entry, Mid Level

$70K/yr - $110K/yr

2+ years exp

The BORO Group - Renewal by Andersen is seeking an Outbound Call Center Supervisor to lead a team of outbound sales representatives. This role involves overseeing team performance, ensuring sales targets are met, and fostering a high-performance culture.

Retail

Hiring Manager

Rashanda Wilkins

Responsibilities

Supervise, coach, and motivate a team of outbound call center representatives to meet and exceed established targets and performance key performance indicators (KPIs)

Monitor and evaluate agent performance, conduct regular call reviews, provide constructive feedback, and implement performance improvement plans as needed

Drive the team to achieve daily, weekly, and monthly targets for calls made, contact rates, conversion rates, and revenue generation

Identify training needs and assist in the development and delivery of ongoing training programs for new and existing staff on products, sales techniques, and system usage

Ensure all team members adhere to company policies, industry regulations, and maintain the highest standards of professionalism and call quality

Track, analyze, and report on team metrics and performance data to management, identifying trends and recommending strategies for improvement

Handle escalated customer and representative issues, providing prompt and effective resolutions

Manage call center floor operations, including scheduling, adherence, and real-time adjustments to ensure maximum efficiency and coverage

Qualification

Outbound sales experienceSales acumenLeadershipCRM softwareProblem-solvingTechnical proficiencyCommunicationAdaptability

Required

Minimum of 2-3 years of supervisory experience in an outbound call center or a similar sales-focused environment is preferred

Proven ability to lead, coach, and inspire a team to achieve peak performance

Excellent verbal and written communication skills, with the ability to provide clear direction and feedback

Strong understanding of outbound sales processes, telemarketing strategies, and customer relationship management (CRM) software

Proficient in Microsoft Office Suite (Excel, Word, Outlook) and experience with call center technology and CRM platforms (e.g., Salesforce, Zendesk, Five9, etc.)

Strong analytical and problem-solving abilities, with a data-driven approach to decision-making

Ability to thrive in a fast-paced, target-driven environment and adapt quickly to changing priorities