Duties and Responsibilities:
• Monitor the day-to-day activities of assigned PCCs to ensure achievement of sales
goals, call quality standards, and productivity expectations.
• Coach, mentor, and support agents in developing strong sales techniques,
objection handling skills, and value-based selling.
• Conduct regular call monitoring, side by side, and provide real time coaching to
reinforce effective sales behaviors.
• Lead daily team huddles to communicate promotions, targets, call strategies, and
performance priorities.
• Track agent KPIs, including conversion, revenue, talk time, adherence, and follow
up discipline; identify performance gaps and recommend action plans.
• Maintain team attendance standards by monitoring schedule adherence,
addressing attendance issues, and ensuring alignment with staffing needs.
• Create a positive and motivating team environment by recognizing strong
performance, supporting development needs, and maintaining high morale.
• Review daily/weekly performance reports and flag trends, risks, and opportunities
to the Supervisor/Manager.
• Provide coaching and documentation for performance challenges and escalate
disciplinary needs when appropriate.
• Assist with ongoing skill development by delivering training refreshers, microcoaching sessions, and product or
promotion updates.
• Serve as the first point of contact for agent escalations related to system issues,
customer situations, or process questions.
• Ensure consistent execution of sales strategies, policies, and compliance
requirements, including CRM documentation and call flow expectations.
• Partner with Supervisor/Manager on call campaigns, sales initiatives, and productivity strategies.
• Perform other job-related duties as assigned.

Education:
• Bachelor’s degree in Business Administration, Hospitality, Marketing, or related
field; or any combination of education and work experience.
Experience:
• Three years of proven call center sales management experience, managing a team of
sales customer service representatives/telemarketing agents.