Inside Sales Center Manager

The Inside Sales Center Manager oversees, directs, and supervises the Inside Sales Center and Lead Management. Duties include but are not limited to overseeing monthly KPI’s, continuously working with and adapting best practices across the network, maximize lead and appointment capture – optimize/refine staffing, hours of operation, scripts, contact schedule, processes and systems to maximize conversion of calls to qualified appointments. Ensure all staff has a clear understanding of their job responsibilities and metrics which they are measured by daily, weekly, monthly. Continue to motivate and encourage team members to perform to the best of their ability by providing all necessary tools for success.  

Daily Goals & Responsibilities
•	Manage and direct Inside Sales Center and Lead Management staff to achieve targeted KPI’s and appointment goals 
•	Oversee performance metric results and target key areas of improvement
•	Manage and maintain time off request while ensuring the ISC is fully staffed for each shift 
•	Communicate with other Department Head Managers to ensure that we are all aligned and maximizing our capacity when scheduling and handling appointments 
•	Ensure that tracking, lead qualification, support and training are effectively and uniformly applied to all Inside Sales Departments
•	Adopt company Core Values and exemplify them in daily tasks and interactions both internally and externally 

Weekly Goals & Responsibilities
•	Maintain Inside Sales payroll
•	Ensure that CPL is within budget on weekly basis 
•	Manage agent productivity based on weekly performance numbers (Hours per Issue)
•	Individual performance reviews; put plans are in place for agents underperforming
•	Maintain accurate weekly metrics and present metrics in weekly metrics meeting with lead generating Managers
•	Manage and direct Inside Sales Center and Lead Management staff to achieve targeted KPI’s and appointment goals 

Monthly Goals & Responsibilities
•	Manage inside sales center staff to maximize the capture and retention of quality leads and appointments for Renewal by Andersen through handling incoming calls, and electronic inquiries as well as implementing a defined outbound warm-calling follow-up process.  Meet or exceed monthly goals for issued appointments and quality and capacity
•	Manage inside sales center KPI’s to drive performance of overall inside sales center and individual inside sales center reps:  Hours per Demo, % of outbound appointments, Sit Rate, Demo Rate, All Party Rate, Set Rate, Issue Rate, Adjusted Capacity, Email Capture
•	To identify/develop inside sales center best practices and communicate them across the Renewal by Andersen retail network
•	To ensure that processes for lead/appointment capture and retention are developed, evolved and consistently implemented
•	Best practices capture/sharing – develop and document best practices.  Actively seek out other retailers within the network to identify and import best practices.  Document and share with the retailer network via appropriate communication vehicles
•	Training – consistent implementation of training methods to assist in new agent start up process and ongoing training of established agents
•	Budget - complete key inside sales center functions and projects within defined budget.  Drive cost per lead issued down month after month
•	Process improvement – identify opportunities to establish/improve processes internally within the inside sales center as well as with respect to the inside sales center’s interaction with field sales and marketing.  Drive process acceptance and implementation.
•	Collaborate closely with marketing lead generators to calibrate lead flow and spending relative to monthly budget as well as sales capacity