Access Communications Co-operative Limited is looking for a detail-oriented and motivated individual with a positive attitude to join our Marketing & Sales team. The ideal candidate thrives in a fast-paced environment, excels at multitasking, and is committed to delivering accurate, high-quality work while meeting deadlines. Access is a fast-paced, dynamic organization, with a positive team-oriented work environment. As one of Saskatchewan’s Top Employers, 50 Most Engaged Workplaces and as a 100% Saskatchewan Co-operative, we offer competitive wages and a comprehensive benefits package.
We have an exciting opportunity for a Supervisor, Sales & Customer Loyalty – Regina, SK.
POSITION SUMMARY:
The Supervisor, Sales & Customer Loyalty provides day-to-day leadership, coaching, and operational oversight for the Sales & Customer Loyalty team, including inbound sales, customer retention, and outbound telesales. The Supervisor is accountable for the team's delivery of established sales, retention, renewal, upgrade, conversion, productivity, and customer experience objectives.
The Supervisor leads daily sales operations, develops employee capability, manages performance, monitors sales activity and results, resolves escalated customer issues, and ensures sales practices, policies, procedures, and service standards are consistently applied. The Supervisor works with the Senior Manager, Marketing & Sales to execute commercial strategies, campaigns, promotions, and sales initiatives.
PRIMARY ACCOUNTABILITIES:
1. Team Leadership and People Management
- Provide clear, consistent, and visible leadership to the Sales & Customer Loyalty team, and establish expectations for sales performance, customer experience, productivity, quality, attendance, and schedule adherence.
- Build an accountable, collaborative, results-oriented, and customer-focused team culture.
- Conduct regular team meetings and one-on-one discussions, and recognize strong performance.
- Participate in recruitment, selection, onboarding, and probationary review processes for assigned employees, in partnership with the Senior Manager, Marketing & Sales and Human Resources.
- Address employee concerns, workplace issues, and conflicts promptly and fairly.
- Apply company policies, procedures, and collective agreement requirements consistently.
- Create a culture that supports proactive sales activity, customer retention, and achievement of established commercial objectives.
2. Daily Operations and Workforce Management
- Oversee daily sales and retention operations, including inbound sales activity, customer retention activity, and outbound telesales.
- Manage lead assignments, outbound calling priorities, customer follow-up activity, and campaign-related sales activity.
- Monitor workload, staffing, sales opportunities, lead volumes, and customer demand, and adjust assignments and priorities to maintain effective coverage and productivity.
- Ensure employees have the tools, information, product knowledge, systems, and support required to perform their duties.
- Ensure sales leads and customer opportunities are appropriately assigned, actively worked, and followed up within established expectations.
- Serve as an escalation point for complex customer, employee, or operational issues, and escalate significant matters to the Senior Manager, Marketing & Sales.
- Work with the Senior Manager, Marketing & Sales to align staffing and schedules with customer demand, sales opportunities, and campaign requirements, and provide recommendations on overtime and time-off requests.
- Monitor schedule adherence and attendance, and identify staffing gaps and sales performance risks.
- Work with the Sales Operations Specialist to ensure lead assignments, sales activity, customer follow-up, and related information are accurately recorded and tracked in the appropriate systems.
3. Coaching, Performance, and Development
- Monitor individual and team performance against established sales, retention, productivity, quality, and customer experience objectives, using performance data, call activity, conversion results, customer feedback, and direct observation.
- Provide regular coaching and constructive feedback, and follow up on performance gaps.
- Participate in call monitoring, quality reviews, and calibration activities, and use results to coach employees and improve consistency in sales, retention, and customer experience interactions.
- Coach employees on needs identification, sales conversations, objection handling, closing techniques, retention conversations, customer service, and effective outbound calling practices.
- Develop and implement performance improvement plans, and address attendance, conduct, and performance concerns consistently.
- Identify knowledge and skill gaps, and provide or coordinate coaching, refresher training, product training, and development activities.
- Support onboarding, cross-training, and the development of employee capability.
- Work with the Senior Manager, Marketing & Sales to identify succession and career-progression opportunities.
4. Sales, Retention, and Customer Experience
- Set expectations for ethical, customer-focused sales and retention practices that balance commercial results, compliance, and long-term customer relationships.
- Ensure customer escalations are reviewed, resolved, and followed up appropriately, with significant matters escalated to the Senior Manager, Marketing & Sales.
- Promote first-contact resolution and minimize unnecessary customer effort throughout sales and retention interactions.
- Maintain employee awareness of current products, services, pricing, promotions, contracts, and terms and conditions.
- Collaborate with Sales and Marketing on promotions, campaigns, target markets, product priorities, and current competitive information.
- Maintain employee awareness of competitor offers and alternative internet, mobile, and streaming options raised by customers, and ensure employees can confidently position Access products, pricing, and value in response.
- Track recurring customer objections and the reasons customers switch providers, and provide this market intelligence to the Senior Manager, Marketing & Sales to inform offers, messaging, campaigns, and retention tactics.
5. Performance Reporting and Continuous Improvement
- Review daily, weekly, and monthly sales and retention performance information, monitor trends, and identify variances from established targets.
- Monitor key sales activity and performance measures, including sales volumes, conversion rates, outbound activity, contact rates, retention results, renewals, upgrades, and customer outcomes.
- Work with the Sales Operations Specialist to ensure accurate and timely sales, retention, lead, conversion, and productivity reporting, and provide the Senior Manager, Marketing & Sales with timely information on performance, staffing, sales opportunities, campaign results, customer issues, and operational risks.
- Identify recurring customer, process, or system issues that affect sales or retention and recommend improvements.
- Provide feedback to the Senior Manager, Marketing & Sales on lead quality, customer response, campaign effectiveness, product performance, and market opportunities.
- Participate in sales initiatives, projects, system implementations, product launches, and process improvements.
- Work with Customer Care, Billing, Technical Operations, Marketing, Finance, IT, and Human Resources to resolve issues and improve the customer journey.
- Coordinate with Technical Operations on installation and service-call scheduling, service quality issues, and repeat trouble calls that affect new sales, upgrades, and customer retention.
- Coordinate with Marketing on campaign execution and readiness, lead quality and volume, and feedback on pricing, offers, and competitive positioning.
- Coordinate with Customer Care on customer handoffs, escalation routing, and service recovery, so customers experience a seamless transition between service and sales or retention interactions.
6. Compliance, Privacy, and Safety
- Ensure employees follow applicable company policies, procedures, sales requirements, and regulatory obligations.
- Ensure customer information is handled in accordance with privacy and security requirements.
- Ensure sales activities and customer interactions are conducted in an accurate, ethical, and professional manner.
- Promote a safe, respectful, and professional workplace, and support health and safety, accommodation, and return-to-work processes.
- Report incidents, risks, compliance concerns, and significant customer issues appropriately.
POSITION-SPECIFIC RESPONSIBILITIES:
Inbound Sales
- Oversee the handling of inbound sales channels, including customer inquiries, web leads, campaign responses, and other customer-initiated opportunities.
- Ensure inbound opportunities are responded to promptly, documented accurately, and advanced through appropriate follow-up.
- Identify patterns in inbound customer questions, objections, and sales outcomes, and recommend improvements to messaging, process, training, or product information.
- Support consistent application of approved offers, pricing, promotions, and service information in inbound sales interactions.
Outbound Telesales
- Lead the day-to-day operation of the outbound telesales group, including calling plans, lead sequencing, and campaign readiness.
- Ensure assigned leads and customer opportunities are actively worked, followed up, and closed out in accordance with established expectations.
- Review outbound performance indicators, including call volumes, contact rates, conversion rates, sales results, and follow-up completion, and adjust approach as needed.
- Coach employees on outbound call structure, customer engagement, objection handling, and conversion techniques.
- Ensure outbound campaigns are executed consistently and in accordance with established campaign objectives and customer-contact requirements.
- Ensure outbound telesales activities comply with applicable consent, do-not-call, privacy, call timing, approved script, offer, and disclosure requirements.
- Provide feedback to Marketing & Sales regarding lead quality, campaign effectiveness, customer response, and opportunities for improvement.
Customer Retention
- Track cancellation activity, churn drivers, retention rates, and reasons for customer loss to identify actionable retention opportunities.
- Coach employees on retention conversations, needs-based questioning, solution options, and appropriate use of approved retention offers.
- Ensure retention offers, credits, discounts, or customer solutions are applied consistently and within established authority, with exceptions escalated as required.
- Identify recurring reasons for cancellation and recommend improvements to products, services, processes, or customer communications.
- Work with the Senior Manager, Marketing & Sales to identify opportunities to improve customer loyalty and lifetime value.
Sales Performance and Commercial Execution
- Translate approved sales, retention, renewal, upgrade, and campaign objectives into clear daily and weekly expectations for employees.
- Use performance trends and frontline customer insights to recommend changes to tactics, coaching focus, campaign execution, or process improvements.
- Identify high-performing practices and share them across the team to support consistent results.
- Support implementation of new products, services, promotions, pricing initiatives, and sales programs within the Sales & Customer Loyalty function.
QUALIFICATIONS:
Education -
An undergraduate business diploma, degree, or related post-secondary education in business, sales, marketing, leadership, communications, customer service, or a related discipline.
Experience – Level: 3 to 5 years
- Three to five years of experience in sales, customer service, contact centre, retention, telecommunications, retail, or a related environment.
- Previous experience working in a sales or contact centre environment in a supervisory capacity is required.
- Experience coaching and developing employees and working with sales, conversion, retention, and operational performance metrics.
- Experience with outbound telesales, lead management, or sales campaigns is an asset.
- Experience in telecommunications or a technology-related environment is an asset.
The Benefits?
- Great Salary with unlimited commission potential!
- Outstanding Benefits Package, including Health, Dental and Vision.
- Amazing staff discounts on all services.
- Company matched Pension plan.
- Ongoing training and development opportunities
- Volunteer Opportunities! We do good things in the community, and everyone here is a part of that.
