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Requisition Number 19-0001
Post Date 1/2/2019
Title Call Center Sales Team Leader
City Oshkosh
Description Silver Star Brands, is a leader in the multi-channel marketing industry and home of Miles Kimball, Walter Drake, Easy Comforts, As We Change, Exposures, Bi Matrix, and Native Remedies. We were named one of the top 200 in Internet Retailer’s Top 500 list for 2015. Located in Oshkosh, WI since 1934, our company is large enough for opportunity, but with just 500 year-round team members, you will be recognized and rewarded for your efforts.

We are looking to add a Call Center Sales Team Leader to join our team!

Customer Relations Sales Team Leaders manage individual processes and Sales Teams within Customer Relations. They work with other Customer Relations Leaders to develop and implement the processes, tactics and training that ensures departmental sales and revenue objectives are met. They are responsible for all aspects of their individual team members’ performance, working daily to help their team members successfully manage inbound sales initiatives. Individuals in this position are skilled in sales, problem solving, training, communication and organization.

Major Position Responsibilities and Accountabilities:
•Monitor and coach team members to ensure the customer experience and maintain a high level of competence in inbound sales.
•Research, develop and implement training, coaching and performance plans to enhance team member results.
•Identify team member performance challenges and mentoring needs, offer ongoing coaching and training to ensure continual improvement.
•Work with other Customer Relations Leaders to identify and execute opportunities to generate additional sales and revenue.
•With other Customer Relations Leaders and Support Staff, manage workflow within Customer Relations. Ensure necessary coverage for all Customer ordering and service touchpoints (Phone, Web, Mail, Chat etc.).
•Hold team members accountable to conduct guidelines and performance goals. As needed, issue corrective action up to and including termination of employment.
•Participate in the hiring processes and integrate new team members into the work environment.
•Handle escalated customer calls requesting supervisor attention.
•Handle Sales and Customer Service Calls as needed
•Participate in special projects as needed.
•Responsible for opening/closing the call center.
•Team Leaders are collectively responsible for several other call center support functions: Workflow Management, Helpline, Reporting, Supply Management, Upkeep of Relations equipment.

Requirements •Competence in coaching, development and performance assessment.
•At least 1-2 years sales experience.
•At least 1-2 years in a leadership role.
•Strong written and verbal communication skills.
•Strong organizational, analytical and reading skills.
•Excellent interpersonal communication skills.
•Associates Degree preferred.
•Be available to work mandatory extra hours as workload requires.
•Intermediate to expert knowledge of Microsoft Office Products
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