Assistant Manager, Sales at Western & Southern Financial Group — Cincinnati, USA | Base Career

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Responsible for annual production of assigned team and CRC Sales.
Drives productivity of the team and the department through direct feedback and coaching.
Responsible for developing associates to their full potential utilizing prescribed coaching methodologies. Addresses areas of skills/competence, client experience and technical knowledge (product and process) with each team member.
Maintains frequent and open communications with all CRC team members. Holds regular one-on-ones and team meetings with direct reports to provide information that will aid in improved communication and performance.
Monitors and coaches assigned number of interactions (calls, chats, email, etc.) for each associate each month following established "coaching folder" format. Ensures coaching notes are complete and accurate for each session. Tracks and records progress toward improving or enhancing performance as a result of coaching.
Ensures associates have the resources necessary for efficient and effective completion of their roles communicating and reinforcing corporate and departmental missions, purposes and goals.
Maintains a balance of project work and other off phone activities across team members as appropriate. Assigns projects taking into consideration individual performance, associate competencies and tenure in department. Describes assignments clearly and makes sure the appropriate resources are available. Communicates time frame, monitors progress and provides assistance when necessary.
Monitors the interaction (inbound call, dialer, chat, fax, etc.) of systems. Makes appropriate and necessary staffing changes, balancing needs, resources and based upon inbound/outbound call volumes. Monitors and reviews daily and long-term call statistics of all team members and utilizes for associate development.
Ensures staffing levels are appropriate at all times during the day/evening through the establishment of a staffing plan for the team to include individual schedules. Emphasizes and ensures associates are available at their designated start time and adhere closely to scheduled meetings, lunches, etc. Makes "real time" adjustments to schedules when necessary.
Responsible for daily “Manager on Duty” on rotating basis, including but not limited to: monitoring sales operations, systems, telephony platform; resolving representative issues; and managing escalated client cases.
Communicates new product information, techniques, industry information on a continual basis. Ensures associates understand how this information can positively impact performance.

Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
Performs substantial movement of wrists, hands, and fingers for continuous computer work.
Extended hours required during peak workloads or special projects/events.

Assistant Manager, Sales

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