Contact Center Manager

Grainger Businesses•Allouez, WI

2d•Hybrid

About The Position

Imperial Supplies!! A company with pride. We foster a welcoming workplace where you can build a career for yourself, while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Join our team as a Contact Center Manager in Green Bay, Wisconsin delivering best in-class customer experience solutions. Position overview: This position is responsible for supervising a sales division to meet or exceed sales and gross profit goals.

Requirements

Associate degree or equivalent experience.
3 to 5 years previous successful sales and management experience in inside sales.

Nice To Haves

Bachelor's degree and 5 or more years previous sales and management experience in a B2B sales environment.

Responsibilities

Manage and develop team members, including performance appraisals, promotions, salary recommendations, and discipline/terminations.
Set up, analyze, and monitor sales territories to achieve sales goals, gross profit, and performance standards.
Oversee customer retention and account growth, ensuring departmental objectives are met.
Assess sales and product training needs, provide recommendations to the Training department, and assist in training efforts.
Resolve complex customer issues and handle difficult situations through direct customer engagement.
Provide coaching and counseling to advisors, monitoring and discussing monthly performance.
Foster strong relationships with Outside and Inside Sales teams.
Recommend strategies to Marketing for new products, promotions, pricing, and market opportunities.
Develop annual sales plans and expense budgets, monitor variances, and report trends to upper management.