Inside Sales Center Assistant Manager

Are you a persuasive communicator with a passion for sales and people?

The Assistant Inside Sales Manager position exists to manage the ISC to achieve the department's overall goals.

This position requires an individual with a strong inside sales / contact center background and proven skills in people management, process development and implementation of sales-focused programs, policies, and procedures.

You will work alongside the Director of Inside Sales to support and lead the day-to-day operations of the call center.

You will help manage the Call Center Agents, Confirmers and the Quality Control System and may be required to step into any role as needed.

You must be someone who embraces technology and will identify leading trends and tools that can be applied to achieve the company's customer-focused vision.

Key Traits for Success:

Leadership & Team Development

* Mentorship mindset: Actively develops and coaches team members.

* Accountability: Holds self and others to high performance standards.

* Empathetic and personable: Builds trust and rapport with team members.

Sales-Driven Mentality

* Results-oriented: Motivated by metrics like appointment set rate, conversion rate, CSAT / NPS.

* Persuasive communicator: Able to influence and energize a team.

* Process improvement mindset: Continuously seeks ways to improve scripts, systems, and workflows.

Adaptability & Initiative

* Flexible: Willing to work variable shifts and step into different roles as needed.

* Proactive: Takes initiative to identify and solve problems before they escalate.

* Fast-paced mindset: Thrives in a dynamic, high-energy environment.

Analytical & Tech-Savvy

* Data-driven: Comfortable analyzing performance metrics and making decisions based on data.

* Tech-forward: Embraces tools like CRM and AI systems to enhance performance.

* Organized: Manages schedules, reports, and administrative tasks efficiently.

Job Requirements

Successfully completes training to become knowledgeable on the systems and processes utilized by Renewal by Andersen.
Partner with the Director of Inside Sales daily to ensure that the Inside Sales Center is running efficiently.
Prepare and review frequent metric reports with the ISC Director to illustrate individual and team performance, impact, and opportunities for development.
Provide ideas to grow the team and improve metrics.
Develop and maintain scripts used by Inside Sales Center Agents and others
Train, lead, develop, mentor Inside Sales Center Agents and Confirmers and other team members.
Provide encouragement, stimulation, energy, reinforcement, recognition for positive performance and efforts.
Maintain daily work schedule for the team
Provide guidance, verbal and written disciplinary action to anyone exhibiting poor habits, poor attitude, and unacceptable productivity results.
Performs other job-related duties as assigned.
Minimum Qualifications

Bachelor's degree
At least 2+ years' experience as a sales-focused Call Center Leader, preferably in a multi-channel environment
Ability to help build and sustain a positive team culture.
Excellent team relations and communication skills, empathetic, personable
Exceptional leadership skills and ability to manage multiple teams.
Ability to help teammates grow into leaders.
Ability to work with sense of urgency to complete responsibilities timely.
Must be able to organize and prioritize.
Ability to find a resolution, deliver difficult feedback and advise management.
Be data driven, analyze call center data and prepare reports for upper management.
Lead team meetings, deliver presentations and training.
Proficient in English and Bi-Lingual is a plus.
A desire to work in a fast-paced sales and service setting which rewards hard work, efficiency, and productivity.
Knowledge, Skills, and Abilities

Completes any action plans for performance improvement
Effective communication and interpersonal skills are required, as is the ability to remain customer service focused during situations in which customers may be notably frustrated.
Problem Solving - Demonstrates analytical/problem-solving solutions for the customer as well as the company.
Interpersonal Skill - Develops openness and trust with others.
Multitasking - Ability to effectively manage two or more activities or sources of information.
Computer Skills - Proficient in Microsoft applications and general software applications.
Accurately complete necessary administrative duties i.e. payroll, attendance tracking/time off requests
Live coaching and training in the moment
Actively train and develop new leaders within the ISC
Management of all technology-based systems within the inside sales center
Presentation skills experience
Accountable to training delivery metrics to include AHT, Conversion Rate, Cancelation Rate, and CSAT based on agent performance post-training as well as participant post-training surveys and manager classroom observations
Evaluate employee performance Utilize reporting to determine each agent's performance across several different metrics such as calls per hour, demo rate, set rate, and cancelation rate.

Essential Functions

Availability

Call center hours:
Mon-Fri: 8am to 8pm
Sat: 9am to 6pm
Sun: potential remote hours
Scheduling available for day, evening, and Saturday shifts as needed.
Physical Demands

Able to sit for long periods of time

Ability to lift/carry up to 15 lbs.

Work Environment

Benefits

401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Tuition Reimbursement
Additional Benefits available