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Urgent! Call Center Sales Team Lead Job Opening In Midvale – Now Hiring Extra Space Storage

Call Center Sales Team Lead



Job description

This position may be Remote 5 days At-Home if you have been employed with the NSC for a minimum of 12+ months and have mentor experience.

Internal Field applicants must have a minimum of 2 years experience as a DTL.

External Applicants may transition to remote work after a successful completion of the probationary period.

This position is specific to a Mon-Fri / 10:30 AM-7:00 PM (MST) schedule.

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Job Summary

Manages a team of dynamic inbound sales agents in a hybrid work environment.

Measures and monitors agent performance through data and observation.

Leads team with a positive coach mentality in order to build the knowledge, skill and confidence of each individual team member.

Drives sales conversion by focusing on productivity, quality and customer experience.

Performs day-to-day call center team management functions, while focusing on building an engaged workforce.

Primary 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

  • Job Specifications

  • Good knowledge of call center operating procedures.

  • Strong interpersonal and communication skills.

  • Leader of people with ability to coach and cultivate a successful team.

  • Excellent verbal and written communication.

  • Ability to manage more than project at a time.

  • Quick learner and ability to adapt to change.

  • Strong focus on sales and customer service and experience.

  • Manages and approves NSC payroll for their team

  • Education and Experience

  • Bachelor’s degree in business administration, management, or marketing preferred.

  • Two years of supervisory / leadership experience.

  • Three years or more within a sales role.

  • Proficiency in Microsoft Office, including Excel, Word, PowerPoint and Outlook.


  • Required Skill Profession

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