Position: Sales Operations Supervisor
Location: Farmers Branch, TX (on-site)
Reporting to: Senior Director of Sales - Direct & eCommerce
Compensation: $55,000 annual base + up to $1,750k per month in bonus incentives
Compensation Type: Salary (Exempt)
Direct Reports: 5 to 10
Gather Resources is looking for an influential Sales Operations Supervisor to be responsible for motivating, coaching, and developing a team of Customer Success Representatives for their client in the Merchant Services Industry. Lead by example with optimism and enthusiasm to ensure your team meets and exceeds sales production expectations for the company’s Direct and e-commerce channels. The Sales Operations Supervisor will also promote and maintain professional working relationships with internal and external customers and partners.
Role & Responsibilities:
Monitor and coordinate the performance of staff.
Maintain quality, production, and assigned headcount.
Train and motivate a team of Customer Success Representatives to achieve qualified goals using established training materials and action plan templates.
Ensure the team is provided with all materials to assist in the performance of their job duties.
Inspect all workstations daily to ensure all hardware is present and working so the Installation team can perform job duties.
Train and evaluate the Installation team daily by performing side-by-side and front-office coaching sessions.
Attend daily management meetings to discuss performance and innovative ways to increase overall production.
Confer with the management team to implement new methods and procedures to increase performance.
Proactively provide feedback and offer suggestions regarding process improvements and updates to materials for training.
Monitor the team’s daily performance by using data from system reports to ensure goals are met.
Assist the Installation team with production by taking over phone calls during side-by-side coaching sessions.
Handle and resolve customer complaints as needed.
Prepare production reports for management meetings.
Coordinate daily team meetings while promoting activities, such as preparing product and service topics, and previous days’ performance, and execute role-playing scenarios to improve scripting.
Communicate any deficiency of performance or violations of all Sales policies and procedures to the direct manager.
Administer written warnings to employees for policy and procedure violations.
Prepare and keep records of action plans while inspecting the Installation team daily to ensure action plans are followed.
Organize, plan, and prioritize work as appropriate.
Participate in any/all training and educational activities necessary to fulfill the minimum requirements specified in the department’s goals.
Practice and comply with all regulations promoting a safe and healthy work environment (i.e. OSHA).
Adhere to privacy; confidential, proprietary Company policies and procedures (i.e. HIPAA).
Skills, Attributes, & Experience:
High school diploma or equivalent previous related work experience required
3 years of sales/operations supervisor experience preferred
Ability to work independently but with a team focus
Excellent customer service and organization skills
Effective communication and interpersonal skills
Ability to maintain confidentiality
Experience in Microsoft Office applications with Excel, Word, and Outlook proficiency
Ability to multitask in a fast-paced environment
Strong analytical and organizational skills
Perks & Benefits:
Health, Dental, Vision, Life Insurance
Short-Term/Long-Term Disability
Optional Health Savings Accounts
401(k) with company match
Generous paid time off and 12 company holidays