Supervisor - Inside Sales

Position Summary

The Inside Sales Supervisor is responsible for leading, coaching, and managing the daily performance of the Inside Sales team at Armstrong. This role ensures sales targets are met while maintaining high customer satisfaction, operational efficiency, and compliance with company standards. The Supervisor will serve as a key liaison between sales leadership, marketing, customer service and field operations teams to drive revenue growth and customer retention.

Key Responsibilities

Team Leadership & Coaching

• Drive customer and revenue growth
• Supervise, motivate, and develop a team of Inside Sales Agents.
• Provide ongoing coaching, performance feedback, and sales skill development.
• Manage team to ensure key performance and productive indicator targets are met    
• Conduct regular one-on-ones, team meetings, and performance reviews.
• Support hiring, onboarding, and training of new sales team members.
• Work with Learning & Development to build innovative coaching, training and professional development programs for Agents

Sales Performance & Execution

• Ensure achievement of individual and team sales goals, conversion rates, and revenue targets.
• Monitor daily sales activity and KPI metrics such as inbound/outbound calls, service level, answer % and customer follow-up.
• Analyze sales metrics and reporting to identify trends, gaps, and improvement opportunities.

Sales Team Management

• Management of weekly variable compensation plan and reporting.
• Coordinate with the Workforce Analysts to determine agent weekly work schedules, ensuring adequate staffing is in place to handle the call volume and work function.
• Assist in coordination of group shift bids.
• Conduct formal & informal reviews with individual team members.
• Mitigate disputes among Agents and/or other employees.
• Assists in the oversight and development of Agent sales tools and materials – scripting / offer flow, scorecards etc.

Customer Experience

• Promote a customer-first culture aligned with the “Armstrong Experience” service standards.
• Resolve escalated customer issues and support complex sales or account situations.
• Ensure accurate and professional communication with residential and business customers.

Process & Collaboration

• Partner with Marketing, Customer Service, and Field Operations to support sales initiatives.
• Ensure proper use of CRM systems and accurate documentation of sales activity.
• Recommend process improvements to increase efficiency, productivity, and customer satisfaction.
• Ensure compliance with company policies, pricing guidelines, and regulatory requirements.

Qualifications

Required

• 3+ years of inside sales or customer-facing sales experience.
• 1+ years of supervisory or team lead experience.
• Proven ability to drive sales performance and behaviors through coaching and leadership.
• Strong communication, presentation, and interpersonal skills.
• Experience using CRM systems (such as CM Web and ICOMS) and sales performance reporting tools (Power BI).
• Strong working knowledge and ability to work in Microsoft Excel
• Ability to analyze data and translate insights into action.
• Ability and willingness to work a variety of shifts – days, evenings, weekends and holidays

Preferred

• Experience in utilities, telecommunications, or subscription-based services.
• Associate’s or Bachelor’s degree in Business, Marketing, or a related field.
• Experience managing sales incentive programs or performance metrics

Who We Are
The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.   
 
Armstrong is an Equal Opportunity Employer.