Call Center Supervisor

PortlandFull-Timemid

Customer SupportCall Center Supervisor

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Quick Summary

Overview

The Company Renewal by Andersen is the replacement division of the 120 year old Andersen Corporation. Andersen is the oldest and largest window and door manufacture in North America.

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Customer SupportCall Center Supervisor

The Company

Renewal by Andersen is the replacement division of the 120 year old Andersen Corporation. Andersen is the oldest and largest window and door manufacture in North America. We focus on doing one thing, and doing it well, building the best products in the industry. We build the only unique window offering available in the market, and have a controlled territory to distribute our product. Our process is designed to be the highest quality construction experience, backed by the oldest brand in the business.

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.

Competitive Salary: Base salary of $55,000-$65,000 annually, with additional commission opportunities based on team and individual performance.

Comprehensive Benefits Package: Includes health, dental, and vision insurance.

401(k) with Company Match: Helping you plan for your future with a competitive match.

Paid Time Off and Holidays: Generous PTO policy and 6 paid company holidays.

Team Culture: Join a supportive and collaborative team focused on success and positive engagement.

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).

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.