Job Description

The Supervisor of Contact Center Sales will achieve growth and hit sales targets by successfully managing the recruitment selection process, objective setting, coaching, and performance monitoring of sales consultants.

CORE FUNCTIONS

• Manage and supervise a team of employees; provide input on disciplinary actions, hiring and termination process, promotional recommendations, and/or work assignments.
• Review KPI and SLA reports to assess the strengths and weaknesses of the sales team.
• Manage the sales team accordingly by providing counseling, coaching, and recommending process improvements.
• Direct, coordinate, and participate in performing sales activities as dictated by workload.
• Set the tone and energy of the sales team by utilizing proper motivation techniques.
• Ensure performance and quality assurance standards are met through monitoring of sales calls and chats, coaching sessions, and regular one-on-ones and team meetings.
• Provide sales consultants with approvals on pricing, returns, and fees; study competitor pricing, inventory, warranty, return policy, and customer service.
• Provide technical guidance and expertise on questions concerning product fitment, part identification, retailer installation assistance, and pricing.
• Coordinate training activities for sales team.
• Efficiently communicate and track workflow across various systems through appropriate channels to promptly address operational issues. Convey changes between departments.
• Establish, develop, and maintain positive business relationships.
• Complete continuous education courses to improve skills, increase knowledge and technical acumen in vehicle and truck aftermarket accessories through vendor training, and product classes.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• High school diploma required.
• 3+ years of Sales supervisory/manager experience in a fast-paced environment preferred.
• 3+ years of sales or automotive experience required.

Required Licenses

• None.

Skills, Abilities, and Knowledge

• Superior verbal and written communication skills.
• Strong data analysis, quantitative, and analytical skills.
• Ability to sell products consistently and effectively without jeopardizing honesty and integrity.
• Ability to be goal-driven and a confident self-starter with a willingness to embrace professional development.
• Ability to foster teamwork.
• Ability to perform basic math functions.
• Proficient in MS Office (Word, Excel, PowerPoint, and Outlook).
• Knowledge working with multiple call systems/software programs (preferred: Five9, Net Suite, Live Person, and Kustomer).
• Decisive and solution focused with data-driven decision-making ability.

Travel

• Travel is not required.

COMPETENCIES

• Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.
• Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Balances team and individual responsibilities; Exhibits objectivity and openness to other views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

SUPERVISOR RESPONSIBILITIES

• Supervisor: Schedules, oversees, and reviews the work of direct reports.

PHYSICAL REQUIREMENTS

• This role is subject to Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involved sitting most of the time. Walking and standing are required only occasionally.

Physical Activities

• This position is subject to the following physical activities: talking, hearing, and the use of hands, wrists, or fingers in repetitive motions.

Visual Acuity

• The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

Working Conditions

• This position operates in a professional office environment. The role routinely uses standard office equipment.

  Perks That Go the Extra Mile :
  At RealTruck, we take care of our people—because they drive our success. Enjoy great benefits like medical, dental, and vision coverage, company-paid life insurance and disability, and a 401(k) with company match (eligible the first of the month after you start). Need balance? We’ve got wellbeing days and parental leave. Want to grow? Take advantage of educational reimbursement. Plus, earn referral bonuses and score exclusive employee discounts on RealTruck products. Great benefits. Great people. Even better careers.

  RealTruck is the premier manufacturer and digital destination of accessories for truck, Jeep®, Bronco® and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, RealTruck’s 6,000+ associates operate from 35+ facilities across four continents. RealTruck’s industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 1,000 patents and pending applications. The company’s omni-channel retail approach delivers a seamless consumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships.