SUMMARY:

Coaches and develops team of team members and sales/team leaders to achieve their individual performance goals as well as team goals and is the primary driver in achieving campaign performance expectations working with the account leader in managing the sales/service activities of an assigned program or campaign with three or more sales/team leaders by performing the following duties.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KEY RESPONSIBILITIES include the following. Other duties may be assigned.

• Sets expectations and leads team to achieve performance goals as established by leadership.

• Coaches and develops sales/team leaders and team members to achieve performance

  objectives.

• Administers Performance Management Process as needed to develop agent performance and

  behavior.

• Supervises the daily activity of sales/team leaders and team by monitoring, coaching and developing each sales/team leader and team member to ensure call quality, sales techniques

  and compliancy guidelines.
• Issues written and oral counseling for breach of conduct as outlined in the employee handbook.
• Responsible for periodic evaluations on all team members.
• Exhibits teamwork by building strong relationships with peers, superiors, and team members

• Seeks and acts on personal coaching and feedback received by taking an active role in

  performance planning and goal setting.

• Takes responsibility and initiative to develop core skills and competencies by being involved in

  every facet of personal development.
• Assist in the development of sales/team leaders and assistant sales/team leaders.
• Facilitate call monitoring sessions and other customer interactions as assigned.
• Responsible for supervising 1 or more sales or team leaders
• Leading by example at all times and adhering to company policies.
• May have minimal interaction with the client as needed depending on program

SUPERVISORY RESPONSIBILITIES:

• May directly supervise approximately 15 FTE's plus one or more Sales /Team Leaders and their respective teams on a Campaign in the Operations Department. 
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Acts as liaison between campaign sales coaches and account leader.
• Establish and maintain effective relationships with sales/team leaders and team members
• Effectively monitor, and evaluate job performance and coach and develop sales/team leaders and team members as needed
• Develop and maintain relationships with peers across departments.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

Required Qualifications & Experience

• High School Diploma or GED required. 
• Bachelor's degree from a four-year college or university preferred; or one to two years related experience and/or training.
• Experience training in email, chat & voice programs in a contact center
• Mandatory Customer Satisfaction Score (CSAT) program experience.
• Valid driver’s license or other Government issued photo ID.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.