Nesting Supervisors

The Nesting Supervisor will Responsible for supervising the performance of Inbound Sales Customer Account Executives (CAE) to maximize customer growth. The job includes supporting upper management by participating in the development and execution of acquisition, upgrades, and retention plans. Duties and Responsibilities: • Oversee nesting and floor support for sales agents; • Assist with the design, development, and delivery of training material where necessary • Monitor and report on training programme performance; providing coaching and ensuring training team members are equipped with the tools and training needed to effectively perform their role. • Audit performance of call using internal scorecards and addressing the sales team to continually improve the outcome of their call i.e. closing of sales and or raising of invoices; • Ensure that the day’s outcomes are properly reflected on the dashboards used by the company to monitor performance. • Conduct quality monitoring sessions with new team members and provide feedback • Develops personal performance plans with Inbound Sales Representatives and provides on-going sales coaching, performance feedback, and quarterly performance plan reviews. • Conducts real-time phone monitoring and coaching to Inbound Sales Representatives in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels. • Consistent exercise of independent judgment and discretion in matters of significance. • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. Education and Work Experience: Bachelor's degree in an applicable field or equivalent experience. Knowledge and Skills: • Good command of the English language at least level B1; other European languages are considered an asset. Minimum of 3 years' experience in a call center or similar business environment • 1+ years of training/coaching experience, preferably in a call center environment • 1-2 years of contact center supervisory experience • Demonstrated ability in successfully collaborating with multiple departments • Strong management and organizational skills • Knowledge and proficiency of contact center management tools and principles, knowledge of and proficiency in quality improvement tools and processes • Proficiency in Microsoft Office Products, knowledge of Bitrix CRM would be considered an asset Hours Required: We are looking for persons who can work across different time zones for 4 (four) consecutive hours per day Monday – Friday. Work Environment: This is a remote post. We require the persons to be able to work from an office or home environment provided that there are fast internet connections and without background noise.