Inside Sales Team Lead

externallincarecareers; Phoenix (AZ); On-site; USD 60,000 - 95,000; Full time

Job summary

externallincarecareers seeks a Lead of Inside Sales to guide a team of Inside Sales Representatives, driving quality and productivity aligned with goals. You will oversee workload, ensure efficient SOPs, and contribute to broader operational initiatives.

This role requires leadership, strong communication, and a track record of meeting performance metrics within a call center environment.

Qualifications

• 4-6 years of customer service-call center experience.
• 1-2 years of inside phone sales experience.
• Supervision experience preferred.
• Inbound/outbound call blending call center experience in a multi-site environment.
• Proven leadership skills in coaching, developing, and training call center personnel.
• Demonstrated history of meeting performance objectives.
• Healthcare experience preferred.
• Read, write, and perform calculations in English effectively.

Responsibilities

• Provide guidance and leadership to Inside Sales Representatives managing and providing direction.
• Oversee agent workload and ensure SOPs are efficient and yield strong business performance.
• Maintain team focus on current business goals and productivity.
• Ensure the team conducts responsibilities in a professional and courteous manner.
• Be a productive member of the managerial team and contribute to initiatives.
• Participate in, implement and monitor new initiatives to boost performance.
• Oversee training of new Representatives and provide refresher training as needed.
• Identify opportunities for process improvements.
• Ensure activities support organizational targets.

Skills

Leadership

Customer service

Coaching

Communication

Independence

Detail oriented

Organizational skills

Education

High school diploma or GED

Bachelor's degree preferred

Job description

The Lead of Inside Sales provides leadership for the Inside Sales Representatives in matters relating to the servicing of customers, achieves call center and individual quality and productivity goals in accordance with established objectives, and manages individual projects while contributing to other operational initiatives outside of team responsibilities.

Job Responsibilities:

• Provide guidance and leadership to Inside Sales Representatives managing and providing direction
• Key contributor in overseeing agent workload and ensuring standard operating procedures are efficient and maximized for business performance
• Focus and maintain performance efforts of the team on current business goals
• Work to ensure that the team of Representatives is conducting their responsibilities in a professional and courteous manner
• Serve as a knowledgeable and productive part of the managerial team
• Participates, implements and monitors new initiatives to enhance the performance of the team and the center as a whole
• Oversees training of new Representatives assigned to the team and provides refresher training as needed
• Identifies opportunities for process improvements
• Ensure activities support the organization in achieving targets

• Read, write, and perform calculations and the English language effectively
• Work independently
• detail-oriented with excellent organizational skills
• Communicate independently and verbally with personable and effective writing and speaking skills
• Work in a normal office environment utilizing a computer approximately 75% of the time

Education and Experience:

• High School diploma or GED required
• Bachelor's Degree preferred
• 4-6 years of customer service-call center experience
• 1-2 years of inside phone sales experience
• supervision experience preferred
• Inbound/outbound call blending call center experience in a multi-site environment
• Proven leadership skills in coaching, developing, and training call center personnel
• Demonstrated history of meeting performance objectives
• Health care experience preferred

Computer Requirements:

• Internet: high speed (min 25mbps), hard wired, <50ms, <5% deviation
• Processor: Intel Core or Intel Pentium >2GHz
• Memory: 4 GB+ of RAM
• Browser: IE, Chrome, Safari, Firefox
• Operating System: Win10 1909, MacOS 10.15
• Monitor: dual monitors each capable of displaying 1024x768 pixels
• Sound: sound card installed (standard in most computers)
• Virus Protection: up-to-date anti-virus protection installed, always scan mode
• Headset: USB noise-cancelling headset
• Accessories: wireless mouse, keyboard
• Webcam

Physical Demands:

The employee may frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 10 pounds.