Remote Call Center Sales Leader

FailSafe Communications; Illinois; Hybrid; USD 52,000 - 89,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

Oak Street Health is seeking a Supervisor, Sales Excellence to co-lead the Outreach Call Center’s daily operations and exceed KPI goals. You will coach agents, monitor performance trends, and ensure processes run smoothly in a fast-paced environment.

This full-time role requires prior call center leadership, strong communication, and the ability to implement action plans to improve results. The position offers comprehensive benefits and a remote-friendly setup, with a focus on delivering

Qualifications

• Bachelor's degree or 1 year experience in customer service or sales
• Previous call center experience required
• Supervisory or leadership experience preferred
• Proficiency with Windows programs (Word, Excel, PowerPoint, Outlook) or Google equivalents
• Excellent oral and written communication skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Effective time management and deadlines
• Analytical and problem-solving skills
• Ability to function in a fast paced and agile environment
• Dependability regarding completion of assignments and attendance
• Set the example for best practices

Responsibilities

• Monitor and evaluate Agent performance trends with KPI metrics and provide coaching
• Be present on the production floor (in person or virtually) and engage with Agents
• Create and implement written action plans for underperforming Agents
• Resolve customer escalations
• Participate in Agent interviewing and selection process
• Provide ad hoc coaching to improve performance to meet expectations
• Provide real-time floor management to exceed Abandon rates and response times
• Understand call center metrics and drivers
• Be SME on call center processes, procedures and systems
• Coordinate with training for new hire orientation
• Offer proactive solutions for smooth call center operations
• Ensure adherence to schedules
• Facilitate team meetings
• Promote continuous improvement and best practices
• Other duties as assigned

Skills

Call center experience

Supervisory/leadership

Microsoft Office

Communication

Analytical thinking

Education

Bachelor's degree in related field

Tools

Google Docs

Google Sheets

Greenway

Availity

eCare

Zoho

Job description

Oak Street Health is seeking a Supervisor, Sales Excellence to co-lead the Outreach Call Center’s daily operations and exceed KPI goals. You will coach agents, monitor performance trends, and ensure processes run smoothly in a fast-paced environment.

This full-time role requires prior call center leadership, strong communication, and the ability to implement action plans to improve results. The position offers comprehensive benefits and a remote-friendly setup, with a focus on delivering