Sample Job Description for Inbound/Outbound Sales Team Leader
Job Description Management
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Inbound/Outbound Sales Team Leader Job Overview
Inbound/Outbound Sales Team Leader Job Description Sample
Supervises contact center agents that make and receive calls focused on selling and promoting products or services.
JOB LEVEL
M00
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Head of a Unit/Department
Salary Range
BASE 50%
$67,850
TOTAL 50%
$83,920
Job Responsibilities for Inbound/Outbound Sales Team Leader
Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training.
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|---|---|---|
| 1 | Sales Team Supervisor | The Sales Team Supervisor recommends changes to current sales techniques or procedures based on team performance and new selling techniques. Supervises and coordinates the daily activities of sales representatives engaged in promoting and selling a product by phone or mail. Being a Sales Team Supervisor typically reports to a manager. May require a bachelor's degree in business. The Sales Team Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Thorough knowledge of department processes. Working as a Sales Team Supervisor typically requires 3-5 years experience in the related area as an individual contributor. |
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| 3 | Claims Investigations Supervisor II | The Claims Investigations Supervisor II oversees the investigation of insurance claims for personal, property, or casualty loss based on coverage, appraisal, and verifiable damage. Supervises most activities in the claims department. Being a Claims Investigations Supervisor II supervises negotiations to settle claims out-of-court up to a predetermined limit. Interacts with claimants and oversees the review of claim forms and other records to determine insurance coverage. In addition, Claims Investigations Supervisor II refers claims exceeding authorized limits to next level of supervision. May be responsible for reviewing and processing highly complex or high-value claims. May assists in training subordinate Property and Casualty Claims Examiners and Adjusters. A level II supervisor has authority for personnel actions and oversees most day to day operations of group. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Claims Investigations Supervisor II supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. Working as a Claims Investigations Supervisor II typically requires 3 years experience in the related area as an individual contributor. |
| 4 | Corporate Compliance Supervisor | The Corporate Compliance Supervisor monitors all activities impacted by regulatory requirements related to the organization's governance and any industry-specific or location-specific laws. Supervises the compliance programs, policies, reporting, and practices for an organization or business. Being a Corporate Compliance Supervisor implements risk-based compliance testing of existing procedures and controls to identify, detect, and correct noncompliance. Utilizes established internal controls and auditing systems that monitor and report on regulated activities and processes. In addition, Corporate Compliance Supervisor implements changes to compliance processes due to new or amended regulations. Supports communication and training initiatives that inform stakeholders about compliance requirements. Typically requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Corporate Compliance Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Working as a Corporate Compliance Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. |
| 5 | Call Center Operations Director | The Call Center Operations Director analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Being a Call Center Operations Director researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. In addition, Call Center Operations Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Call Center Operations Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Working as a Call Center Operations Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. |
Inbound/Outbound Sales Team Leader Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Key Performance Indicators (KPI) | Level 3 |
| Planning and Organizing | Level 3 |
| Judgment and Decision Making | Level 3 |