Inbound Sales Center - Sales Support Lead
CurrentInbound Sales Center Team Lead-Involved in forming the new department of Product Consultant, my duties included but were not limited to:• Duties and activities of the senior CSR’s, including monitoring associates through IEX for compliance issues, and handling escalated calls from the floor to full resolution.• Assist in training and development of associates, maintaining coaching logs for development plans.• Reviewing QA’s, feedbacks, work order issues, IVR payments, submitting adjustments, and assisting local office members with any issue which might effect customer satisfaction, and the smooth operation of the call center.• Assisting management, as well as other departments, in developing training tools during times of change and expansion of our company.• Developed and maintained a weekly, monthly, and quarterly incentive program rewarding PC Team members based on sales performances.• All duties of the CCC supervisors, with the exception of administering disciplinary documentation, or submittals for termination.• Improving and maintaining team morale through recognition of individual accomplishments to create a more cohesive and higher level performing team.• Drove team meetings, as well as developed agendas to distribute to associates pertinent information for the successful performance of their duties.• Maintain a high profile presence in the center to assist associates during times of high call volume.• Lead call center tours for visiting local office members, as well as class room presentations regarding procedures and processes in the call center.
