Inside Sales Team Leader: Coach, Motivate & Grow

First American; United States; On-site; USD 64,000 - 86,000; Full time

Job summary

First American Home Warranty is seeking a hands‑on Sales Leadership Leader to coach and develop Inside Sales Representatives to meet and exceed goals, optimize productivity, and drive call center performance in a fast‑paced environment.

You will mentor teams, monitor performance, conduct daily coaching, and partner with Training, Quality Assurance, Workforce Management, HR, and other partners to ensure quality and compliance while delivering exceptional customer experiences.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Three to five years of inbound/outbound call center sales supervisory and coaching experience.
• Experience in telesales with the ability to coach for higher lead/call conversion rates, outbound dials, and strong customer retention.
• Strong communication and listening skills, with the ability to motivate different personalities, navigate difficult conversations, and hold employees accountable.
• Proficiency with Microsoft Office and the ability to manage daily operations while maintaining quality and compliance.

Responsibilities

• Leads, motivates, and develops a team of Inside Sales Representatives to achieve and exceed sales, conversion, productivity, and call center efficiency goals while creating a positive, results‑focused environment.
• Builds strong relationships and team culture by understanding individual strengths and motivators, encouraging open communication, recognizing success, and creating an environment of trust, support, and accountability.
• Creates an engaging, competitive, and fun sales environment through creative contests, team challenges, recognition, celebrations, and other motivational activities that build excitement around achieving goals.
• Keeps the team energized and connected to daily performance by celebrating wins, sharing best practices, recognizing improvement, and finding creative ways to maintain sales momentum throughout the day.
• Develops representatives' sales skills and confidence through frequent coaching focused on effective discovery, identifying customer needs, building product value, asking for the sale, and successfully handling and overcoming objections.
• Provides frequent coaching and daily follow‑up across multiple representatives, using live and recorded calls and performance results to reinforce skills, recognize progress, and ensure coaching translates into improved sales behaviors.
• Maximizes outbound sales opportunities by using live reporting and performance tools to keep representatives engaged, consistently dialing, contacting leads, and working available opportunities throughout their scheduled shifts.
• Uses performance data to drive development and results, identifying trends, recognizing strong performance, uncovering individual opportunities, and creating targeted action plans to improve sales performance.
• Sets clear performance expectations and promotes accountability, providing timely and direct feedback while helping representatives understand what actions are needed to improve and succeed.
• Promotes a professional, respectful, and team‑focused culture by confidently navigating difficult conversations and addressing behaviors that may negatively impact team engagement, productivity, or performance.
• Monitors sales calls and performance to reinforce sales effectiveness, customer experience, quality, compliance, and consistent use of established sales processes.
• Builds team knowledge and capability by reinforcing products, services, promotions, systems, policies, and sales processes while partnering with Training, Quality Assurance, Workforce Management, Human Resources, and other business partners.
• Manages day‑to‑day team responsibilities including attendance and scheduling, performance reviews, compensation accuracy, escalated customer concerns, company policies, and applicable wage and work‑hour requirements.
• Supports the growth of a high‑performing sales team through interviewing, hiring recommendations, onboarding, recognition, and ongoing employee development.

Skills

Communication skills

Coaching

Microsoft Office

Operations management

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

First American Home Warranty is seeking a hands‑on Sales Leadership Leader to coach and develop Inside Sales Representatives to meet and exceed goals, optimize productivity, and drive call center performance in a fast‑paced environment.

You will mentor teams, monitor performance, conduct daily coaching, and partner with Training, Quality Assurance, Workforce Management, HR, and other partners to ensure quality and compliance while delivering exceptional customer experiences.