Supervisor, Sales Support Operations

VSP

85d • $58,656 - $108,078 • Remote

About The Position

Lead, develop, train, and evaluate a high-performing sales support team, ensuring operational excellence through effective workforce planning, process improvement, and performance management. Ensure the team, clients, brokers, and sales representatives are adequately supported. Align team goals with broader sales, service, and company goals. Supervise the timely assignment and distribution of all sales support cases and tasks. Lead and develop a high-performing team supporting individual growth, team performance, and accountability. Analyze productivity, accuracy, and quality metrics to identify trends and recommend improvements. Plan workforce needs and adapt to peak season demands. Develop, maintain, and monitor team standards, processes, and procedures to ensure efficient, accurate, and measurable processing of sales support cases and tasks. Utilize CRM (Salesforce) to manage tasks, generate reports, and support team performance, adoption, and optimization. Coordinate resolution of escalated issues with clients, brokers, team, and sales representatives. Support corporate and divisional projects as needed; communicate impacts and coordinate with management to develop solutions. Coordinate and administer training to ensure all employees receive appropriate information/instruction. Manage and develop the performance of direct reports; provide prompt and objective coaching and counseling; conduct performance reviews; promote engagement and enablement through regular communication and feedback. Participate in the hiring and interviewing process for open positions within the team, ensuring that the most qualified candidates are selected.

Requirements

• Bachelor's degree in related field or equivalent experience.
• Minimum of 2 years of leadership experience with responsibilities for hiring, training, assigning work, and managing the performance of direct reports.
• Excellent customer service, written and oral communication skills.
• Excellent analytical, problem-solving, and negotiation skills.
• Knowledge of CRM applications in sales support/servicing processes.
• Strong organizational and project management skills.

Nice To Haves

• Proficient in Salesforce, including case/task workflow, management, and creating and interpreting dashboards and reports.
• Experience with benchmarking and performance reporting.
• Experience with client and broker onboarding processes.

Responsibilities

• Lead, develop, train, and evaluate a high-performing sales support team.
• Ensure operational excellence through effective workforce planning, process improvement, and performance management.
• Align team goals with broader sales, service, and company goals.
• Supervise the timely assignment and distribution of all sales support cases and tasks.
• Analyze productivity, accuracy, and quality metrics to identify trends and recommend improvements.
• Plan workforce needs and adapt to peak season demands.
• Develop, maintain, and monitor team standards, processes, and procedures.
• Utilize CRM (Salesforce) to manage tasks, generate reports, and support team performance.
• Coordinate resolution of escalated issues with clients, brokers, team, and sales representatives.
• Support corporate and divisional projects as needed.
• Coordinate and administer training for employees.
• Manage and develop the performance of direct reports.
• Participate in the hiring and interviewing process for open positions.

Benefits

• Eligible bonuses and commissions.
• Equal opportunity employer.
• Drug-free workplace.
• Pre-employment substance abuse testing.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Food Services and Drinking Places
• Education Level: Bachelor's degree