[Hiring] Inside Sales Centre Supervisor @Dunn Group

Role Description

As an ISC Supervisor, you will lead and support a team of Inside Sales Consultants responsible for booking qualified appointments for Renewal by Andersen Design Consultants throughout British Columbia and Alaska. This role combines leadership, coaching, and operational oversight. You will be responsible for supporting employee growth, maintaining a high-performance culture, and helping the team achieve appointment-setting and customer experience goals.

What You'll Do

• Lead, coach, and develop a team of Inside Sales Consultants.
• Conduct regular one-on-one coaching sessions focused on performance and professional growth.
• Monitor call quality and provide constructive feedback to improve results.
• Support employee engagement, development, and retention.
• Conduct performance reviews and assist with performance management conversations.
• Foster a positive, accountable, and high-performing team environment.
• Monitor daily call Centre operations and support departmental objectives.
• Serve as Manager on Duty (MOD) on a rotating basis.
• Ensure schedule adherence, staffing coverage, and operational efficiency.
• Assist with inbound and outbound call activity during high-volume periods when required.
• Evaluate calls using established quality standards and scorecards.
• Track team performance metrics and identify opportunities for improvement.
• Participate in recruiting, interviewing, onboarding, and training new team members.
• Partner with internal stakeholders to support business initiatives and continuous improvement efforts.
• Support organizational changes and communicate updates effectively to the team.

Qualifications

• Leadership experience within a call Centre, inside sales, customer service, or appointment-setting environment.
• Demonstrated experience coaching, mentoring, and developing employees.
• Strong communication and interpersonal skills.
• Ability to motivate teams and drive accountability.
• Experience working in a fast-paced, metric-driven environment.
• Strong problem-solving, organizational, and decision-making skills.
• Ability to manage multiple priorities effectively.
• Comfortable working with CRM systems, reporting tools, and Microsoft Office applications.
• Experience leading remote or hybrid teams is considered an asset.

Schedule

This is primarily a remote position supporting operations across British Columbia. Most of your time will be spent in your home office. Working away from the office or outside of normal business hours may occasionally be required to attend ISC training, meetings, events, and related responsibilities.

Operating hours are:

• Monday to Friday: 8:00 AM - 8:00 PM PST
• Saturday & Sunday: 9:00 AM - 5:30 PM PST

Schedules are assigned based on business requirements and leadership coverage needs.

Benefits

• Monthly performance bonus opportunity
• Standard Health Benefits
• Paid time off
• One-on-one onboarding, continued training, and leadership support
• A growing organization where individual effort has a visible impact

Company Description

ProConnect is the Inside Sales Centre supporting Renewal by Andersen operations throughout British Columbia and Alaska. Our team is dedicated to creating exceptional customer experiences while connecting homeowners with trusted Design Consultants.