Sales Contact Center Supervisor
Company: Discovery Senior Living
Location: Bonita Springs
Posted on: January 14, 2023
Job Description:
About Discovery Senior LivingDiscovery Senior Living ranks
prominently among the 8 largest senior housing providers in the US,
and is nationally renowned for designing, developing, marketing,
and operating a multi-brand portfolio of upscale, luxury
senior-living communities.With a 30-year reputation and almost
14,000 existing homes or homes under development, our company is a
recognized industry leader with a penchant for excellence and
innovation.Discovery Senior Living is hiring a Contact Center
Supervisor to join our home office team in Bonita Springs, FL.The
Sales Contact Center Supervisor reports to the Sales Contact Center
Manager to lead the inside sales efforts in the Sales Contact
Center. This position focuses on the productivity of the inside
sales teams by supporting the Sales Contact Center Manager in
planning, sales reporting, goal setting, sales process
optimization, sales, contact center software & CRM training. The
SCC Supervisor assists the SCC Manager to increase the
effectiveness and performance of the SCC. The SCC Supervisor
provides direction and support to the Inside Sales Specialists
(ISS) and uses influential leadership in partnership with the SCC
Manager to achieve established goals and
objectives.Responsibilities:
- Indirectly supervises ISS Team Members. Serves as acting
manager in absence of Contact Center Manager.
- Trains and coaches Inside Sales Specialist to deliver an
exceptional Voice, Live Chat, and Email experience for the
prospective resident and moves them along the sales continuum.
- Listens to inbound calls with Inside Sales Specialist to coach
for excellence.
- Ensures proper execution of the Sales Contact Center policies
and processes.
- Oversees the data integrity of prospective resident's account
and activity history.
- Collects and analyzes -Sales Contact Center data to
continuously improve the operations and sales results.
- Processes escalation calls as needed.
- Processes inquiries from the Sales Team at the
communities.
- Maintains Marketing repository to ensure accurate information
is provided for Events, Promotions, and Advertisements
- Updates and maintains Community Profile Sheets
- Conducts Team Meetings and Call Calibrations
- Conducts SCC onboarding of new Sales Team members
- Answer inbound calls in a friendly and engaging manner to
foster sustainable relationships and build trust.
- Utilize the discovery process with prospective residents to
learn about the needs and wants of a prospective resident.
- Share information about our community differentiators to peak
interest and motivate the prospect to take the next step in the
sales cycle.
- Manage time properly to maximize AHT (Average Handling Time)
while offering an exceptional experience for the prospective
resident.
- Translate Live Chat messages and respond appropriately using
engaging and accurate communication with the prospective
residents.
- Capture and enter all conversations and sales activity
accurately and completely in the Customer Relationship Management
(CRM) system.
- Follow sales processes and sales talking points to customize
conversations with prospects.
- Make outbound telephone calls and send outbound messages to
remind prospects of scheduled tours and upcoming events at the
community level.
- Process web-based sales leads into the CRM accurately and
completely.
- Accept coaching and attend training modules as needed to
continuously improve performance
- Meet and exceed established Sales Contact Center metrics.
- Other duties as assigned. -Supervisory Responsibilities:
- Carries out supervisory responsibilities in accordance with the
organization's policies and applicable laws. Responsibilities
include but are not limited to training employees; planning,
assigning, and directing work; rewarding and recommending
disciplining when necessary if set goals are not
met.Qualifications:
- Bachelor's degree preferred / Associates Degree - Required
- Strong proficiency with MS Office Word, Outlook, Excel -
Required
- Two years managing people, processes and programs -
Required
- Familiar with Customer Relations Management systems -
Required
- Three years of Senior Living / Multi Family / New Home sales
experience - Preferred
- Two years sales experience in a contact center environment -
PreferredBenefits:In addition to a rewarding career and competitive
salary, Discovery offers a comprehensive benefit package. -
-Eligible team members are offered a comprehensive benefit package
including medical, dental, vision, life and disability insurances,
paid time off and paid holidays. - -Team members are eligible to
participate in our outstanding 401(k) plan with company match our
Employee Assistance Program and accident insurance policies.Thank
you for your interest in Discovery Senior Living careers. - If you
have any questions about the position you are applying for, please
contact the community directly. -EOE D/V
Keywords: Discovery Senior Living, Bonita Springs , Sales Contact Center Supervisor, Sales , Bonita Springs, Florida
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