Sales Support Supervisor

NutriSystem, started 35 years ago, is now an industry leader, offering a variety of weight loss programs to a wide range of clients.  An international, publicly-traded company, NutriSystem (NTRI) was the fastest growing stock in America in 2005.  NutriSystem was named the #1 fastest growing company in America by Fortune Magazine in 2007.

 

At NutriSystem, we’re committed to making a difference in people’s lives.  We believe hat our dedication to success starts with the people who works for us, and we strive to maintain a workplace that honors talent, hard work, and initiative.  At the same time, we realize that creativity and success thrive in an easy, relaxed environment.

 

This position consists of managing and overseeing the productivity of a team of NutriSystem sales support representatives in an inbound call center and carrying out management responsibilities in accordance with the organization's policies and applicable laws. The sales support supervisors team must be kept well informed, motivated, efficient, and effective.
Responsibilities include planning, assigning, and directing work; driving performance by motivating and coaching the team, evaluating sales support representatives performance, rewarding and disciplining employees, addressing complaints and resolving problems.

Essential duties and responsibilities include the following.  Other duties may be assigned by supervisor or management.
-Act as a role model for all sales support representatives - support professionalism, follow and enforce company and department policies
-Assist with elevated client calls and serve as a resource for sales support representatives. Resolve personnel or customer issues that have escalated beyond the authority of sales support representatives in a timely manner
-Check records, dispositions, CMS reports and documentation made by sales support representatives for accuracy and reliability
-Conduct weekly team meetings
-Demonstrate a passion for generating sales and providing superior customer service
-Directly supervise inside sales support representatives which includes call monitoring, quantitative benchmarking, coaching, motivating, training and team building
-Employ optimal listening and persuasive skills to identify needs, seek solutions and motivate sales support representatives
-Evaluate productivity using call center metrics as well as recommending and implementing changes when needed
-Facilitate weekly functions of the call center i.e. requests off, payroll, and resource allocation
-Flexibility to work additional hours during peak season (Jan-Apr.), including days, weeknights, and weekends particularly during advertising campaigns such as QVC shows, TV and radio commercials, and print marketing
-Handle disciplinary action where appropriate, consult with director and human resources as needed
-Interview sales support representative candidates and make recommendations to continue or discontinue the recruitment process
-Meet or exceed all performance benchmarks issued by the director
-Monitor sales support representatives phone calls to ensure company policies are followed and standards of quality are met
-Must be able to work full time, 5 days including either a Saturday or Sunday shift
-Must master benchmarking and metric management to maximize teams performance
-Must work to create a culture of enthusiasm and growth
-Participate in new hire trainings, updating training manuals and materials
-Perform other duties as assigned by director or sales management team
-Provide feedback to management on marketing campaigns and customer satisfaction
-Provide leadership for sales support representatives including support, motivation, and coaching
-Report on the productivity of all functions of your team to the director of sales on a daily, weekly and monthly basis - metrics include but are not limited to calls per hour, talk time and aux time
-Responsible for a team of sales support representatives workflow, performance and productivity
-Stay informed of trends in direct marketing, sales and weight management
-Work with department supervisors on miscellaneous department issues


EDUCATION AND/OR EXPERIENCE
-Achieve a proficient score on leadership assessment testing
-Six months experience working with NutriSystem
-Demonstrated a passion for providing superior customer service
-Exhibited courtesy, helpfulness, energy, respect and poise when dealing with co-workers, clients, and supervisors
-Previous management experience preferred

COMPUTER SKILLS
To perform this job successfully an individual must be proficient in using E-mail, Excel and Word


To apply for this position, please click on the following link:  https://home.eease.com/recruit2/?id=40714