Call Center Sales Team Lead

At Extra Space Storage, if it matters to you, it matters to us! It is a really exciting time to be at Extra Space Storage! We got our start in 1977. Today we are a New York Stock Exchange-traded company leading the self-storage industry in more ways than one. But in order to maintain this lead, we need exceptionally motivated, capable, and driven people like you.

We offer a fast-paced collaborative environment where each of us directly contributes to the company’s success. Come join us and find out why so many of our employees recommend us as a great place to work.

This position may be "Remote" 5 days At-Home if you have been employed with the NSC for a minimum of 12+ months and have mentor experience.

Internal Field applicants must have a minimum of 2 years experience as a DTL.

External Applicants may transition to remote work after a successful completion of the probationary period.

This position is specific to a Mon-Fri /10:30 AM-7:00 PM (MST) schedule.

Manages a team of dynamic inbound sales agents in a hybrid work environment. Measures and monitors agent performance through data and observation. Leads team with a positive coach mentality in order to build the knowledge, skill and confidence of each individual team member. Drives sales conversion by focusing on productivity, quality and customer experience. Performs day-to-day call center team management functions, while focusing on building an engaged workforce.

• Manages a sales team of both in-office and remote agents to meet target department KPIs.
• Builds a high performing sales team by establishing a culture that maximizes every customer interaction.
• Takes an active role in the development of each team member by providing daily coaching, setting goals and providing the necessary follow up.
• Conducts virtual team meetings that drive teamwork and collaboration.
• Analyzes team metrics to identify trends and gaps in performance.
• Monitors agent interactions with customers to ensure a high level of customer satisfaction.
• Monitors team’s efficiency to ensure service level goals are met.
• Holds employees accountable to performance standards and sales expectations.
• Partners with the Workforce Optimization team for scheduling needs.
• Assists with the Agent Development Program by identifying and nourishing our top talent.
• Assists with new hire interviews and training to ensure adequate staffing and agent development.
• Actively involved in creating an employee engaging environment.
• Works as a member/leader of special or ongoing projects.
• Assists with the oversight and supervision of the call center's day-to-day operation.
• Handles escalated calls in a professional, courteous manner.
• Resolves personnel issues and escalates to proper administration as needed.
• Evaluates and recommends methods for improvement of practices

• Good knowledge of call center operating procedures.
• Strong interpersonal and communication skills.
• Leader of people with ability to coach and cultivate a successful team.
• Excellent verbal and written communication.
• Ability to manage more than project at a time.
• Quick learner and ability to adapt to change.
• Strong focus on sales and customer service and experience.
• Manages and approves NSC payroll for their team

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