Sr. Manager, NSC Sales

Extra Space Storage - Midvale, UT

Full-time - Mid Level

Midvale, UT

Warehousing and Storage

About the position

The Sales Manager will collaborate with the Call Center Director to lead the sales department, manage daily operations, and ensure that key performance indicators (KPIs) are met. This role involves supervising Sales Agents and Team Leaders, maintaining consistency across teams, and driving sales conversion through a focus on productivity, quality, and customer experience. The position is based in Cottonwood Heights, UT, and requires in-office work.

Responsibilities

• Supports sales department by providing necessary support, coaching, and development to Team Leads and Agents.
• Accountable for maintaining consistent performance across teams to meet department goals.
• Analyzes team metrics to identify trends and gaps in performance.
• Reviews daily operational performance to ensure optimal production is reached.
• Builds trusting relationships amongst teams to drive conversion rates and company revenue.
• Sets goals and creates action plans for department and individual teams to increase performance.
• Ensures proficient training, coaching, and development for new hires, tenured agents, and leadership staff.
• Conducts monthly team reviews, one-on-one sessions, and team meetings.
• Tracks agent interactions appropriately utilizing tools and systems to drive initiatives.
• Works with Sales Director to determine department objectives and creates action plans.
• Partners with Learning and Development to identify training needs for agents.
• Collaborates with CX and Quality Assurance teams to review customer success opportunities.
• Oversees the Agent Development Program and measures its effectiveness.
• Engages with the Employee Experience team to create an engaging environment.
• Leads special or ongoing projects as a member/leader.
• Assists with oversight and supervision of call center operations.
• Handles escalated calls professionally and courteously.
• Resolves personnel issues and escalates to administration as needed.
• Evaluates and recommends methods for improvement of practices.

Requirements

• Solid knowledge of call center operating procedures.
• Strong interpersonal and communication skills.
• Ability to coach and cultivate a successful team.
• Excellent verbal and written communication skills.
• Ability to manage multiple projects simultaneously.
• Quick learner with the ability to adapt to change.
• Strong focus on sales and customer service experience.
• Experience managing and approving payroll for the team.

Nice-to-haves

• Bachelor's degree in business administration, management, or marketing preferred.
• Three years of supervisory/leadership experience.
• Proficiency in Microsoft Office, including Excel, Word, PowerPoint, and Outlook.
• Five years or more within a sales role.

Benefits

• High job satisfaction and retention rates.
• Supportive work culture and environment.
• Opportunities for career growth and development.