Inside Sales Operations Supervisor in Akron, Ohio at PREMIER HOME PROS LLC

Senior Inside Sales Operations Manager Location: On-site Department: Inside Sales / Call Center Operations Reports To: Sr. Inside Sales Director Compensation: Base Salary + Performance Bonus Position Overview The Inside Sales Operations Manager leads the day-to-day execution and performance of the Confirmation, Dispatch, Texting, and Quality Assurance teams. This role is accountable for team performance, coaching, staffing coverage, appointment quality, communication workflows, KPI achievement, and consistent operational execution. The Manager independently manages routine daily operations while escalating broader policy, disciplinary, staffing, compensation, and business decisions to the Sr. Inside Sales Director. Core Operational Responsibilities • Oversee daily Confirmation, Dispatch, Texting, and Quality Assurance execution to ensure appointments, customer communications, scheduling, and quality standards meet company requirements. • Use internal systems and reporting tools to monitor workflow, appointment activity, confirmation status, dispatch activity, texting queues, Quality Assurance results, and overall scheduling performance. • Manage and load the sales schedule as assigned; monitor appointment volume, sales representative coverage, capacity, and calendar utilization. • Reassign appointments and communicate schedule availability, capacity changes, and appointment restrictions within established procedures. • Ensure Texting workflows support timely inbound/outbound response, lead follow-up, appointment setting, customer service, and escalation handling. • Ensure Quality Assurance processes identify call/text errors, adherence issues, coaching opportunities, and recurring performance trends. • Identify workflow bottlenecks and implement or recommend approved improvements that strengthen efficiency, appointment quality, and customer experience. Team Leadership & Coaching • Lead assigned agents and Team Leads through regular 1:1s, goal reviews, performance coaching, and documented follow-up. • Use live listening, side-by-side observation, role play, workflow review, error analysis, and performance data to improve execution and results. • Set clear expectations, reinforce strengths, address performance gaps promptly, and escalate recurring issues through the established progression process. • Monitor attendance, punctuality, accountability, and adherence to company standards across assigned teams. • Maintain leadership presence and ensure operational coverage is protected when employees are pulled for coaching or development. Workforce Coverage & Timekeeping • Monitor staffing and coverage across Confirmation, Dispatch, Texting, and Quality Assurance daily and weekly; identify gaps and escalate material risks promptly. • Evaluate schedules and time-off requests for operational impact, follow overtime approval requirements, and use approved leadership resources to maintain coverage. • Support inbound or other assigned skills during low-coverage periods when required. • Manage delegated ADP/timekeeping responsibilities, including time corrections, assigned-team timecard approval, attendance accuracy, and exception escalation. Operational Reporting & Escalation • Monitor and communicate key operating results, including Sets, Issues, Confirms, Demo on Set, Demo on Issue, productivity, Texting performance, and Quality Assurance results. • Manage or coordinate missed calls, voicemails, texts, abandoned contacts, appointment-related escalations, sales representative call-offs, appointment reassignment, and approved set-list adjustments. • Maintain required operational trackers, including OVB, error logs, bot appointments, attendance, and other approved leadership reporting. • Provide daily/nightly recap updates and immediately escalate material performance, capacity, system, customer, or operational risks. • Handle routine communications and pre-approvals within delegated authority and support team huddles or operational updates as needed. Hiring & Development • Conduct or participate in interviews, assess candidate fit, and provide clear hiring recommendations. • Support onboarding, floor integration, and early performance coaching for new Confirmation, Dispatch, Texting, and Quality Assurance employees. • Maintain hiring and development standards that support reliable coverage, strong performance, and future leadership growth. KPI & Performance Accountability — Agent KPI Standards KPI Goal Expectation Contact Success % 20% 15% ACW & Not Ready 20% 25% Demo on Set 65% 57% Demo on Issue % 90% 82% Call Quality (Monthly Avg) 100% 85% Set Gap < 1.5 < 2 Daily Call Center KPI Ownership Metric Goal Expectation Daily Sets (Mon–Fri) 250+ 180+ Daily Sets (Sat–Sun) 125+ 100+ Issues 225+ 175+ New Lead Conversion % 15%+ 13%+ Net Issue % 80%+ 69%+ Demo on Issue % 90%+ 82%+ Demo on Set % 65% 57% Inbound Abandonment % 1% 2% • Monitor KPIs throughout the day and communicate red flags immediately. • Review overbooks, appointment exceptions, recurring errors, and corrective actions daily. • Use Demo on Set, Demo on Issue, Texting performance, Quality Assurance results, Confirms, and productivity as core indicators of Inside Sales Operations execution. What Success Looks Like • Consistent achievement of daily and monthly KPI expectations. • Strong coaching and accountability that produce measurable employee improvement. • Stable coverage and reliable execution across Confirmation, Dispatch, Texting, and Quality Assurance. • Accurate schedule management, appointment distribution, customer communication, and quality control. • High-quality appointments aligned with sales outcomes and a strong customer experience. • Proactive leadership, timely escalation of material risks, and dependable day-to-day execution