Sup I - Sales Operations

JOB SUMMARY

Responsible for the overall performance, productivity and development of assigned Sales agents reporting to this position. Manage customer problem/resolution; sales, cancellations, coaching, call monitoring, weekly payroll, schedule adherence, attendance, floor walking to support escalated calls as necessary.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

·       Responsible for the overall performance and productivity of the team’s sales targets

·       Responsible for the development of sales associates through formal performance reviews, in-depth one on one coaching, training and follow-up to optimize essential job skills. 

·       Timely generation, implementation and execution of counselling action plans to enhance the performance and productive capacity of underperforming personnel. 

·       Administering motivational programs to include individual recognition, incentives, contests and team performance awards

·       Provide communication and follow up to ensure representatives are fully informed of all new information related to products, policies, procedures, and company related issues, changes or actions.

·       Responsible for weekly payroll review and submission to ensure correct entries in a timely manner

 

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

 

• Typically reports to Management. Direct supervisor job title(s) typically include: Director – Sales and Service Center Operations, Sr Mgr – Sales and Service Center Operations
• Job is directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management). Job title example(s) of employees directly supervised: Rep –  Storage Center Sales, Consult/Sr Consult – Sales, Consult – Universal Sales, Rep – Commercial Accounts

 

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

 

• SOLVE PROBLEMS: Able to apply both rational and creative processes and approaches to identify root causes of problems and solutions
• INFORM: Able to keep all appropriate parties up-to-date on decisions, changes and other relevant information
• QUESTION: Able to use effective fact-finding techniques to discover all relevant information; Able to ask questions that are not leading or biased; Able to challenge assumptions
• SPEAK COMPETENTLY: Able to speak clearly and concisely; Able to use appropriate vocabulary for the audience; Able to get point across unambiguously and check for understanding
• DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority
• COACH: Able to observe and track performance in order to instruct, guide, encourage, and support employees; Able to provide positive and developmental feedback on performance; Able to place emphasis on continuous improvement
• DELEGATE: Able to clearly assign responsibility and authority for tasks to appropriately selected individuals or teams; Able to remove obstacles to administration and / or execution. Able to allow for and contribute needed resources
• PROVIDE DIRECTION: Able to establish and communicate a common vision; Able to translate company strategy into team goals and objectives; Able to set clear priorities; Able to clarify roles and responsibilities through individual performance plans; Able to make self available for questions
• BE PERSONALLY PRODUCTIVE: Able to use own time efficiently and avoid wasting time; Able to organize work with realistic priorities for self and others; Able to demonstrate stamina to sustain effort over a period of time; Able to set high but realistic standards for self; Able to produce a high volume of work; Able to balance personal and work commitments to maintain "personal best" conditions
• PROFICIENT COMPUTER USER: Able to keyboard, navigate a desktop, type, perform data entry  and use required software applications to produce basic correspondence, electronic communication, presentations and maintain spreadsheets and databases. Able to operate  general office equipment including company te