Inbound Sales & Retention Supervisor Job in Auburn Hills, Michigan US
Inbound Sales Retention Supervisor
Are you looking to make a difference and get paid at the same time? Kelly Services a world-class provider of staffing and HR solutions a Fortune 500 Company is currently seeking Call Center Supervisors for a direct hire opportunity in Macomb County. Responsible for supervising the performance of Customer Account Executives (CAE) in all activities related to products as well as customer equipment. Provides leadership and manages performance to achieve a range of sales, service and operational business goals, and ensures the Quality Experience. Tasks: - Develops personal performance plans with Customer Account Executives (CAE's) and provides on-going performance feedback and quarterly performance plan reviews. - Establishes career and personal development goals with employees that enhance skill sets and knowledge of the industry, products, and quality customer service. - Communicates and manages expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements. Identifies variances and creates effective plans to address gaps. - Partners with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role. - Collects and compiles data to identify opportunities for service improvement. Ensures competence and continuity of qualified CAEs through optimum selection, training and development, appraisal and motivation techniques. - Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees. - Conducts real-time phone monitoring and coaching to service CAEs in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels. Requirements: - Bachelors Degree or Equivalent Business - Generally requires 4-7 years related experience -Must be able to work nights and weekends, variable schedule(s) as necessary