Call Center Supervisor

Come join us at the corporate headquarters of Gospel Light! We publish children?s curricula, books and videos for the Christian marketplace. Our West Coast corporate offices house approximately 150 employees in the beautiful seaside community of Ventura, California. We have just moved to new facilities and everyone has beautiful new workstations. We?re close enough to the beach to visit it at lunch and we even have some staff members who surf before and after work.

We have a great, diverse group of people at Gospel Light. The operations side helps us maintain strong, efficient teams, while the product development, production, marketing and sales departments develop our products from start to finish, selling them to both national and international markets.

To learn more about who we are and what we do, please view our web site at http://www.gospellight.com Everyone at Gospel Light is honored for what they add to the team. No one can do his or her job without the talents and cooperation of others around them. Many of the people who work here care so much about what they do, that they believe it is their life?s calling to do this work. Could this be you, too?

Some of our great benefits include, health, dental, vision and life insurance for which premiums are almost completely paid by the company. We also have a cafeteria plan (flexible spending account) which allows you to set aside pre-tax dollars for several kinds of medical needs, as well as childcare and over the counter medicines. This flexible-spending plan can save you up to nearly 30% on taxes in those areas.

We have 10 paid holidays per year, plus paid sick time, jury duty time and bereavement time. Associates receive two weeks of vacation each year, and you can take one of those weeks off when you?ve been on the job for only 6 months, so you don?t have to wait a year for a vacation! After six months of service, associates may join the optional 401k employer-matching retirement plan, as well as receive company stock each year. We also have an education reimbursement plan, which will help you with your job-related college education. If you refer a friend who gets hired and works satisfactorily in their job for 6 months, you receive a finders fee of $400.

We also have a soda fountain with the most popular soft drinks, free-flowing throughout the day. On Friday mornings we have staff meetings, where employees are invited to attend lectures, musical events, special author tours and presentations.

We have quarterly staff appreciation events where we thank individuals for their contributions to the company and shower them with well-deserved recognition and gifts. Why not work in a place where you feel honored and appreciated? You deserve it, right?

Job Title: Call Center Supervisor
Department: Direct Sales
Reports To: Sales Manager

GENERAL SUMMARY:

Under direction of the Sales Manager, oversees Christian Ministry Consultants in coordinating, monitoring, motivating and supervising the daily operations of direct sales, in accordance with Gospel Light?s mission statement. This includes providing outstanding service to external customers and the timely reporting of sales, and all areas related to sales

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1. Direct and supervise employees engaged in sales.
2. Maintain call activities of all CMC?s, includes regular review of data and monitoring the number of calls and length of time customers remain on phone.
3. Answer questions of CMC?s and whenever necessary coach, and answer questions and recommend corrective services to address customer needs.
4. Monitor sales productivity of CMC?s by generating reports, analyzing the data and providing feedback to reps and management.
5. Assist in the monitoring of calls to observe demeanor, technical accuracy and conformity to company policies.
6. Responsible for enforcing company policies and procedures and maintaining departmental goals and standards.
7. Track attendance on a daily basis and process schedule changes.
8. Facilitate harmony among workers and resolve grievances, as well as handle employee/personnel issues that arise.
9. Handling of specific major accounts already in existence (as required).
10. Assist with the hiring and training of sales staff.
11. Assist in the development of training programs related to sales techniques as well as individual staff development plans.
12. Track performance, assist in conducting informal and formal staff performance reviews in a timely manner at 30, 60, 90 days and annually.
13. Conduct and provide accurate documentation when performing disciplinary action.
14. Responsible for communicating with Sales Manager on a daily basis all issues that arise from the customers and/or employees.
15. Assist in scheduling and conducting weekly meetings with CMC?s to communicate performance, recognition and rewards, weekly goals, and status on current results.
16. Assist in maintaining a clean, safe and professional work environment.

KNOWLEDGE, SKILLS AND ABILITIES:

1. College degree preferred.
2. Computer literate, Microsoft Suite; Word, Excel (spreadsheets, charts, formulas) and PowerPoint.
3. Strong motivator and team player.
4. Able to implement and effectively communicate plans.
5. Former supervisory experience required.
6. Ability to lead and direct others.
7. Experience performing performance reviews and employee disciplinary actions.
8. Well organized and able to handle multi-tasks effectively.
9. Attention to detail.
10. Action-oriented and results-driven.
11. Outstanding customer service skills.
12. Strong interpersonal skills.
13. Able to resolve conflict in a calm, fair, reasonable manner.
14. Ability to organize and direct self and effectively supervise others.
15. Ability to inspire others to focus on a goal and obtain a pre-determined result.

This position does not come with pre-hire or relocation benefits. If you will be moving to the Ventura area any time soon, we'd be happy to consider your candidacy.