Sales Supervisor - Contact Center

Public Storage; Gilbert (AZ); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in the self-storage industry seeks a Sales Supervisor to lead and mentor a remote sales team. This role involves maximizing sales opportunities, evaluating agents' performance, and ensuring an exceptional customer experience. Ideal candidates will have robust sales supervision experience and strong communication skills.

Qualifications

• Extensive knowledge in managing a sales team handling sales enquiries over the phone.
• Proven experience in working cross-functionally with Senior Leadership and peers.
• Experience in sales, retail, or customer experience.

Responsibilities

• Manage and motivate a team of 20-25 remote sales agents.
• Evaluate and develop agents on sales techniques for improved performance.
• Monitor sales metrics, compliance, and provide feedback for continuous improvement.

Skills

Verbal communication

Written communication

Sales techniques

Education

3-5 years sales supervision experience

Tools

Contact Center management software

Job description

Public Storage is recognized as one of America’s Best Large Employers in 2022 by Forbes and our employees have also voted us as a Great Place to Work, having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

With more than 2,800 locations nationwide, Public Storage is the leader in the self-storage industry, and given our number of tenants, we may very well be the world's largest landlord. We've experienced unprecedented growth over the past four decades, and it's in no small part due to the dedicated team that has helped us become an S&P 500 industry leader, the country's largest real estate investment trust (REIT), and the most recognizable name in self-storage.

Job Description

The Sales Supervisor will directly lead and motivate a team of 20-25 sales agents providing excellence in sales performance in an inbound virtual contact center. You will coach and develop key sales techniques within your team to maximize sales opportunities. You will manage and oversee all aspects of an agent’s performance including sales proficiencies, storage rental conversion, attendance and adherence to schedule. You will develop an agent’s ability to receive a storage enquiry over the phone and convert it into a rental, all in one transaction. You will promote your team to represent Public Storage in a professional and appropriate manner ensuring the very best customer experience. This is a remote, work from home position.

• Directly manage and promote the sales efforts of 20-25 remote based sales agents.
• Evaluate, coach and develop reservation agents on telephone sales techniques and sales behavior for improved performance.
• Assist agents remotely with computer problems, telephone problems, sales issues and promotions.
• Analyze contact center metrics to ensure workforce alignment with goals and objectives.
• Monitor standards, sales metrics, performance criteria, policies and procedures to continuously improve team and contact center productivity
• Provide Quality Assurance monitors to agents utilizing the online QA systems and platforms. Ensure adherence to the Quality Assurance program both at agent and supervisory levels.
• Ensure adherence to sales methodologies and guidelines are being followed to maintain competitive edge
• Monitor and manage the sales integrity guidelines set forth by Public Storage which promote an ethical and integrity based approach to selling storage and customer service.
• Follow and enforce all PCI protocols at a team and agent level to ensure compliance.
• Provide guidance and manage agents’ sales performance, time management, attendance, to ensure team and contact center metrics are achieved on a monthly and annual basis
• Interview, evaluate, hire, promote and reward employees and/or applicants or effectively recommend such actions.
• Foster and develop a working team engagement based environment that promotes increased retention.
• Provide feedback, coaching and disciplinary action (up to and including termination) to employees, or effectively recommend such actions, to help improve employees performance.
• Motivate, engage and develop a remote based sales team to maximize sales opportunities
• Responsible for sales agent payroll review and submission to ensure correct entries in a timely manner
• Provide reports to team and agents to ensure the agent is aware of their performance statistics and goals.

Qualifications

• Extensive knowledge in managing a sales team handling sales enquiries over the phone
• Minimum of 3-5 years sales supervision experience, preferably in an inbound Contact Center environment
• Outstanding verbal and written communication skills
• Proven experience in working cross-functionally with Senior Leadership and peer level
• Familiarity with Contact Center management software a plus
• Experience in sales, retail or customer experience

Additional Information

All your information will be kept confidential according to EEO guidelines.

About the company

Public Storage built its first self-storage facility in 1972. Today we’re the nation’s largest self-storage provider and we couldn’t have done it without the support and dedication of all our team-members.

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