Call Center Sales Supervisor
About The Position
The Call Center Sales Supervisor is responsible for leading and developing a team of Call Center Sales Representatives who serve as the first point of contact for prospective residents and their families. This role is responsible for driving team performance, ensuring exceptional customer experiences, maximizing tour conversion opportunities, and maintaining operational excellence within the call center. The Supervisor will monitor key performance metrics, coach and train team members, conduct quality assurance reviews, and implement best practices that improve inquiry response times, tour scheduling rates, lead management, and customer satisfaction. Working closely with community sales teams, regional sales leadership, and marketing, this position plays a critical role in supporting occupancy growth across the organization.
Requirements
- Associate's degree required; Bachelor's degree preferred.
- Equivalent combination of education and experience may be considered.
- 3-5 years of senior living sales, inside sales, call center, or customer service experience.
- Minimum 1-2 years of supervisory or team leadership experience preferred.
- Demonstrated success coaching teams to achieve performance goals.
- Strong understanding of lead management, CRM systems, and sales conversion processes.
- Exceptional verbal communication and customer service skills.
- Strong organizational, analytical, and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency in Microsoft Office Suite and CRM platforms.
- Experience reviewing performance metrics and using data to drive results.
- Employees must have access to a dedicated, professional home office environment with reliable high-speed internet.
Responsibilities
- Lead, coach, and develop a team of Call Center Sales Representatives.
- Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
- Monitor individual and team performance metrics, including call volume, response times, tour conversion rates, appointment show rates, and customer satisfaction.
- Create action plans to improve performance and achieve established goals.
- Assist with recruitment, onboarding, and training of new team members.
- Foster a positive, collaborative, and high-performance culture.
- Oversee daily call center operations to ensure appropriate staffing and coverage.
- Monitor inbound call queues, lead response times, and service levels.
- Review call recordings and CRM activity to ensure quality standards are maintained.
- Ensure accurate documentation of all customer interactions and lead activity.
- Partner with community sales teams to ensure seamless handoff of prospects and consistent follow-up processes.
- Support the team in converting inquiries into scheduled tours.
- Identify opportunities to improve lead nurturing and conversion strategies.
- Analyze conversion trends and recommend process improvements.
- Assist with escalated inquiries and complex customer situations.
- Collaborate with Marketing and Sales leadership to support campaign effectiveness and lead management initiatives.
- Track and report key performance indicators (KPIs) on a weekly and monthly basis.
- Analyze call center trends, lead sources, conversion rates, and performance metrics.
- Provide recommendations to leadership regarding staffing, process improvements, and training needs.
- Ensure CRM data integrity and reporting accuracy.
Benefits
- Competitive salary plus performance-based bonus opportunities.
- Health, Dental, Vision, and Life Insurance.
- Early access to paycheck.
- Paid Vacation, Holidays, and Sick Leave.
- 401(k) with company match.
- Employee Assistance Program.
- Generous Employee Referral Program.
- Career growth opportunities within a rapidly expanding organization.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
