Sales Team Supervisor

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

The DR Sales Team Supervisor is responsible for the performance of a team of about 15 sales agents. Our Sales TS will provide direct guidance and support to his/her team throughout the day to ensure a high level of productivity and serves as the primary liaison between team members and the Regional Manager. They will be responsible for improving their teams’ sales skills, through daily consistent coaching, and by regularly reviewing key performance indicators and trends, facilitating workshops, and managing the workflow processes to ensure all tasks are completed and all policies and procedures are followed accordingly. This may also include completing stretch assignments as needed.  

The Sales Team Supervisor will also be engaged in maintaining a positive sales floor culture and communicating findings while implementing ways to improve overall performance. The Sales Team Supervisor will also be required to complete sales training and supervisor training as part of the supervisor onboarding program. 

• →Implement all aspects of our Culture of Coaching process which include team huddles, live monitoring calls, hot seats, second voicing files, and overall agent support. 
• →Provides direct support to team members to ensure a high level of performance and to ensure effective communication and execution of all strategies and initiatives.   
• →Communicates findings, data, and policies provided by management to agents, i.e. addressing areas of improvement, poor behavior, lead dispositioning, notes, login times and adherence, and other aspects of the sales process.  
• →Is responsible for aspects of compliance, quality, and general work environment.
• →Provides team performance feedback and works closely with the Regional Manager to improve team metrics and exceed key business metrics for debt enrollment, conversion, retention, etc. 
• →Works closely with the Regional Manager to ensure all company policies and procedures are followed and complied with. 
• →Aids in the support of new team members and helps with ongoing training and development to ensure all team members are up to date with recent changes.
• →Works with QA Coaches to ensure coaching is delivered, and progressive discipline is followed.
• →Ensures that assigned tasks are completed in a timely manner.

• Minimum of 1 year of experience in a sales or contact center environment, with demonstrated success in meeting performance goals
• Previous experience as a team leader, supervisor, coach, or mentor supporting agent performance and accountability
• Experience delivering actionable feedback and reinforcing sales techniques to improve conversion and customer experience
• Experience analyzing KPIs and identifying opportunities for improvement
• Experience partnering with management to improve productivity, coaching consistency, and adherence to company standards
• Experience supporting new-hire onboarding, ongoing training, and the rollout of policy or process changes
• Financial services experience preferred but not required
• Professional writing and verbal communication skills 
• Must be timely, responsible, coachable, and reliable
• The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly and to multitask efficiently
• Proficient in use of Microsoft office with an emphasis on Excel, PowerPoint, and Word

• The employee is regularly required to sit, talk, or hear, while using headsets, as well as needing to stand, walk, use hands to finger, handle or feel, look at a computer screen for extended periods; and reach with hands and arms. 
• This is a full-time position with 8-hour workdays and 40-hour workweeks.
• Lifting no more than 10 pounds
• Must be able to work full-time, on-site in the designated office location.
• If an applicant has a disability or impairment that prevents you from meeting any of these requirements, the Company will engage in an interactive process and consider reasonable accommodations to enable applicants to fulfill the essential functions of the position.

The duties listed here are not exclusive and other duties may be assigned as needed or desired by the employer to meet business needs, including working additional hours as needed. The employer reserves the right to change, add, or eliminate positions as appropriate. Your employment will be at-will, meaning you or National Debt Relief may terminate the employment relationship at any time, with or without cause or advance notice, for any reason.