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Inside Sales Center Assistant Manager

Renewal by Andersen

Charlotte, NC

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JOB DETAILS
SKILLS
Administrative Skills, Analysis Skills, Artificial Intelligence (AI), Call Center Management, Call Center Operations, Call Centers, Coaching, Communication Skills, Computer Skills, Control Systems, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Data Analysis, Disciplinary Action, English Language, Establish Priorities, Identify Issues, Improvement Metrics, Inside Sales, Interpersonal Skills, Leadership, Management of Information Systems/Technology (MIS), Mentoring, Metrics, Microsoft Product Family, Multilingual, Multitasking, Organizational Skills, People Management, Performance Analysis, Performance Management, Performance Metrics, Performance Reviews, Persuasion Skills, Physical Demands, Presentation/Verbal Skills, Problem Solving Skills, Process Development, Process Improvement, Product Demonstration, Quality Control, Reporting Skills, Sales, Sales Management, Sales Presentation, Sales Support, Schedule Development, Scripting (Scripting Languages), Team Building, Team Lead/Manager, Telesales, Time Management, Time Tracking, Training/Teaching, Trend Analysis, Website Conversion
LOCATION
Charlotte, NC
POSTED
Today
Job Details

Are you a persuasive communicator with a passion for sales and people? The Assistant Inside Sales Manager position exists to manage the ISC to achieve the department's overall goals. This position requires an individual with a strong inside sales / contact center background and proven skills in people management, process development and implementation of sales-focused programs, policies, and procedures. You will work alongside the Director of Inside Sales to support and lead the day-to-day operations of the call center. You will help manage the Call Center Agents, Confirmers and the Quality Control System and may be required to step into any role as needed. You must be someone who embraces technology and will identify leading trends and tools that can be applied to achieve the company's customer-focused vision. Key Traits for Success: Leadership & Team Development
• Mentorship mindset: Actively develops and coaches team members.
• Accountability: Holds self and others to high performance standards.
• Empathetic and personable: Builds trust and rapport with team members. Sales-Driven Mentality
• Results-oriented: Motivated by metrics like appointment set rate, conversion rate, CSAT / NPS.
• Persuasive communicator: Able to influence and energize a team.
• Process improvement mindset: Continuously seeks ways to improve scripts, systems, and workflows. Adaptability & Initiative
• Flexible: Willing to work variable shifts and step into different roles as needed.
• Proactive: Takes initiative to identify and solve problems before they escalate.
• Fast-paced mindset: Thrives in a dynamic, high-energy environment. Analytical & Tech-Savvy
• Data-driven: Comfortable analyzing performance metrics and making decisions based on data.
• Tech-forward: Embraces tools like CRM and AI systems to enhance performance.
• Organized: Manages schedules, reports, and administrative tasks efficiently. Job Requirements Successfully completes training to become knowledgeable on the systems and processes utilized by Renewal by Andersen. Partner with the Director of Inside Sales daily to ensure that the Inside Sales Center is running efficiently. Prepare and review frequent metric reports with the ISC Director to illustrate individual and team performance, impact, and opportunities for development. Provide ideas to grow the team and improve metrics. Develop and maintain scripts used by Inside Sales Center Agents and others Train, lead, develop, mentor Inside Sales Center Agents and Confirmers and other team members. Provide encouragement, stimulation, energy, reinforcement, recognition for positive performance and efforts. Maintain daily work schedule for the team Provide guidance, verbal and written disciplinary action to anyone exhibiting poor habits, poor attitude, and unacceptable productivity results. Performs other job-related duties as assigned. Minimum Qualifications Bachelor's degree At least 2+ years' experience as a sales-focused Call Center Leader, preferably in a multi-channel environment Ability to help build and sustain a positive team culture. Excellent team relations and communication skills, empathetic, personable Exceptional leadership skills and ability to manage multiple teams. Ability to help teammates grow into leaders. Ability to work with sense of urgency to complete responsibilities timely. Must be able to organize and prioritize. Ability to find a resolution, deliver difficult feedback and advise management. Be data driven, analyze call center data and prepare reports for upper management. Lead team meetings, deliver presentations and training. Proficient in English and Bi-Lingual is a plus. A desire to work in a fast-paced sales and service setting which rewards hard work, efficiency, and productivity. Knowledge, Skills, and Abilities Completes any action plans for performance improvement Effective communication and interpersonal skills are required, as is the ability to remain customer service focused during situations in which customers may be notably frustrated. Problem Solving - Demonstrates analytical/problem-solving solutions for the customer as well as the company. Interpersonal Skill - Develops openness and trust with others. Multitasking - Ability to effectively manage two or more activities or sources of information. Computer Skills - Proficient in Microsoft applications and general software applications. Accurately complete necessary administrative duties i.e. payroll, attendance tracking/time off requests Live coaching and training in the moment Actively train and develop new leaders within the ISC Management of all technology-based systems within the inside sales center Presentation skills experience Accountable to training delivery metrics to include AHT, Conversion Rate, Cancelation Rate, and CSAT based on agent performance post-training as well as participant post-training surveys and manager classroom observations Evaluate employee performance Utilize reporting to determine each agent's performance across several different metrics such as calls per hour, demo rate, set rate, and cancelation rate. Essential Functions Availability Call center hours: Mon-Fri: 8am to 8pm Sat: 9am to 6pm Sun: potential remote hours Scheduling available for day, evening, and Saturday shifts as needed. Physical Demands Able to sit for long periods of time Ability to lift/carry up to 15 lbs. Work Environment Benefits 401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance Tuition Reimbursement Additional Benefits available

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Inside Sales Center Assistant Manager

Charlotte, NC - Marketing

About the Company

R

Renewal by Andersen

Be part of something special. If you share our passion for creating great customer experiences and are excited to be well rewarded for doing so, Renewal by Andersen is the place for you. Let your talents shine as part of a highly energized team that thrives on success. At Renewal by Andersen, you receive the training and support you need to make the most of every opportunity. Become a valued part of the dynamic Renewal by Andersen family and see just how far your entrepreneurial drive can take you

COMPANY SIZE
500 to 999 employees
INDUSTRY
Manufacturing - Other
EMPLOYEE BENEFITS
Paid Sick Days, 401K, Flexible Spending Accounts, Tuition Reimbursement, Life Insurance
WEBSITE
http://www.renewalbyandersen.com