Supervisor CCH- Customer Excellence

The Supervisor, TCOS will drive sales performance; develop team and optimize team efficiencies with a focus on quality interactions; resolve sales and customer service opportunities; influence market unit sales activity amongst direct reports to meet or exceed targeted revenue, DNGP, marketing execution, and productivity goals. This role will track and report sales; delivery initiatives or opportunities; ongoing coaching, teaching, and training with employees; and support center activities that translate the vision and strategy of the company to frontline team member interactions with our customers.

• Coach, teach, andtrain assigned Inside Sales Team and Specialists to deliver budgeted sales plans and drive results through employee performance
• Review performance reports and scorecards to identify wins and opportunities, discuss results and work with managers to execute action plans that course correct and drive successful behaviors
• Daily review of contact center reports and performance tracking, including scorecard methods
• Provide input to management based on trends and observations
• Resolve customer sales and service inquiries promptly
• Execute action plans to capture customer opportunities that improve customer experience and sales performance
• Influence key staffing decisions and line of business assignments
• Collaborate with managers, CCC senior leadership, and human resources as needed
• Ensure ISR execution of Marketing's commercial plan for respective channels of business; assist in driving ISR results for incentive programs and sales promotions within the center
• Expense management, including T and E and COUPA
• Transparent communication when making critical decisions that impact employees, contact center, customers, and our business partners
• Proactively acknowledge personal error and differences in a constructive manner
• Foster an environment that encourages others to do the same
• Deliver on commitments and actively share knowledge and best practices

• Proven leadership potential with a successful track record of performance and results
• Ability to coach, teach, train, and develop people effectively
• Demonstrated problem solving, organizational, and planning skills required
• Ability to effectively lead, facilitate meetings and communicate to audiences of varying skillsets
• Excellent interpersonal, verbal, and written communication skills dealing with customers, callers, sales, and operations personnel daily
• Ability to engage and collaborate with management, decision-makers, and influencers at any level. Strong organizational and planning skills
• Solid ability to multi-task and manage projects with competing deadlines
• Excellent time management skills, with the ability to prioritize and make sound judgment decisions, is required
• Ability to work extended hours includes nights and weekends as business needs require
• This position interacts with CCC teammates and Senior Leadership, CCCI business partners, customers, and consumers

• High school diploma or GED
• Knowledge acquired through up to 12 months of work experience
• 6 months Contact Center experience required.

• High school diploma or GED
• Knowledge acquired through up to 12 months of work experience

Office Environment