Inside Sales Supervisor

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

The Inside Sales Supervisor will plan, organize, direct and control the activities of the Tel-sell representatives/Inside Sales Reps.  Will audit and provide reporting metrics as to the effectiveness of the inside sales organization.  They will also be a working supervisor and will provide phone support as needed in staff shortages or high volume scenarios.

Job Duties / Key Accountabilities

• Oversee the day to day activities of the inside sales representatives
• Responsible for the training of assigned personnel
• Manage the process of initiating retailer calls by telephone, analyze retailer feedback and provide information requested or ascertain who can best provide the information and route the request to the proper person
• Establish call lists and retailer order priorities with the Inside Sales staff
• Draft TelSell scripts for Sales Manager review and approval, as required
• Maintain/manage Active Retailer base with input from Lottery
• Assist the Sales Manager with establishing goals, incentives and departmental promotions
• Report retailer information to management regarding all products and services experienced by the retailers
• Train, explain tasks and assist in the solution of problems
• Prepare and present reports and other documentation on a timely basis
• Review TSRs paperwork, including, but not limited to, daily call and phone activity reports
• Monitor Automated Call Distributor (ACD) daily and provide monthly reports or as needed
• Implement KPIs for the team and manage them while reporting progress up to management
• Establish quarterly and annual goals with each inside sales rep, and evaluate at the end of each quarter
• Monitor Lottery ticket sales and take action to help maximize sales for each inside sales rep.
• Provide daily direction and feedback to ensure the inside sale reps have a good understanding of the job and current priorities
• Work with warehouse management and operations regarding order volume and cadence to achieve site goals
• Provide back-up for the site Sales Manager as needed
• All other duties as assigned

Qualifications / Skills / Knowledge

Required

• High School Diploma or equivalent
• Excellent computer skills including, but not limited to, "MS Office" applications (Outlook, Excel, Word, Access, PowerPoint etc.)
• 5 years experience in Customer Service related role
• 1-3 years supervisory experience
• Good administrative and organization skills and the ability to prioritize
• Detail oriented
• Strong analytical skills
• Excellent verbal and written communication skills
• Ability to remain tactful and diplomatic in difficult situations
• An understanding of the dynamics of selling in a retailer environment
• Basic math aptitude
• Ability to handle multiple tasks/projects simultaneously 

Desired

• Experience with the Lottery is a plus

Education

Must have a high school diploma or equivalency.

Years of Related Experience

Years of experience 6+ years

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 
 

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.