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Call Center Supervisor

rbanw·Portland, Oregon
full timePortland, Oregon

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AT A GLANCE

MarketingSupervisor level5+ years experienceFull TimeBachelor’s degree preferred

Required

  • 5+ years experience
  • People Leadership
  • Sales

Preferred

  • Bachelor’s degree
Preferred qualifications are helpful, not automatic disqualifiers.
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Our Story   We're part of the Renewal by Andersen network - one of the most respected names in window and door replacement - and there's no better time to join. We've built a culture where people stick around: strong leadership, a great team, and real investment in your growth. W

About the role

Our Story We're part of the Renewal by Andersen network - one of the most respected names in window and door replacement - and there's no better time to join. We've built a culture where people stick around: strong leadership, a great team, and real investment in your growth. We're backed by 120+ years of Andersen craftsmanship, and we're not just filling a role. We're looking for someone to grow with us. At Renewal by Andersen of Oregon, we are passionate about delivering outstanding service and support to our customers from their very first phone call. We are currently seeking a driven and detail-oriented Inside Sales Center (ISC) Supervisor to join our team and help lead our inside sales operations. In this role, you'll supervise a team of inbound sales representatives, provide real-time coaching, and drive initiatives that improve performance and customer satisfaction. This is a full-time, on-site position that plays a key role in the success of our sales pipeline and overall customer experience.

Responsibilities

  • Team Supervision: Lead and manage a team of inbound sales representatives to meet daily, weekly, and monthly performance goals.
  • Training and Onboarding: Provide comprehensive training for new hires on software systems, sales techniques, and customer service best practices.
  • Performance Coaching: Monitor live calls, deliver real-time coaching, and conduct feedback sessions to develop team members.
  • Reporting & Strategy: Analyze sales center metrics, generate performance reports, and identify areas for improvement.
  • Process Improvement: Partner with the ISC Manager on strategic initiative to streamline processes and drive production.
  • Customer Escalation Support: Address and resolve escalated customer calls with professionalism and urgency.
  • Team Engagement: Drive performance contests and engagement projects that promote a fun and productive work environment.
  • Workforce Management: Monitor queue staffing and maintain accurate records of attendance and time-off requests.
  • CRM Management: Ensure timely and accurate updates to customer records using our CRM tool (Salesforce).

Requirements

  • Experience: 3-5 years of experience in sales, call center operations, or team leadership.
  • Education: Bachelor's degree in business or equivalent experience preferred.
  • Technical Skills: Intermediate understanding of CRM tools and service center software; proficiency in Microsoft Excel, PowerPoint, and related platforms.
  • Leadership Skills: Strong coaching, mentoring, and problem-solving abilities.
  • Communication: Excellent interpersonal and decision-making skills with a customer-first mindset.
  • Organizational Strength: Ability to analyze data and make data-driven recommendations.
PostedNot listed
Statusactive
CommuteDistance only

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