WHAT DOES AN INSIDE SALES SUPERVISOR DO?

Published: Sep 8, 2025 - The Inside Sales Supervisor oversees customer referral qualification, insurance verification, and product shipping while managing the hiring, training, and performance of the CSS team. This role ensures compliance with company policies, regulatory directives, and standardized processes while supporting short-term planning for staffing, budgeting, and training needs. The supervisor also monitors performance through pipeline reviews, KPI reporting, and collaboration with Regional Sales Managers to address opportunities and resolve issues.

A Review of Professional Skills and Functions for Inside Sales Supervisor

1. Inside Sales Supervisor Duties

  • Team Interaction: Interact daily with the Sales and Service Manager to calibrate team performance
  • Performance Management: Develop, coach, retain and manage the performance of the sales team
  • KPI Review: Weekly cadence of KPI review and feedback to the Sales Manager on team performance
  • Accountability Driving: Set clear expectations, provide tools and training, deliver feedback and coaching, and drive strong and consistent accountability
  • Team Motivation: Lead, motivate, and develop the team to exceed expectations
  • Hybrid Coaching: Interact in a hybrid work environment daily to provide hands-on ‘in-the-moment’ coaching, and hold regular coaching and one-on-one sessions with each team member
  • Talent Development: Develop individuals to support future company growth
  • Work Review: Review the work of team members to determine areas of improvement and identify new best practices
  • Change Champion: Act as the Sales Change Champion
  • Customer Interface: Provide primary interface with customers, via video, phone, email, and live web chat
  • Business Judgment: Exercise excellent business judgment to determine additional support or escalation
  • Customer Discovery: Perform customer discovery and recommend appropriate associated products including other brand solutions
  • Issue Resolution: Resolve customer issues, questions, and complaints in a professional and collaborative manner
  • Prospect Conversion: Converting prospects into customers

2. Inside Sales Supervisor Details

  • Team Development: Continually assist in the development of team members across all areas of specialization and the sales experience, while fostering a high level of engagement
  • Coaching Feedback: Coach team members on development plans and provide feedback on the coaching process for future enrollees
  • New Hire: Contribute to the development and facilitation of new hire training as well as assisting with onboarding
  • KPI Coaching: Utilize KPI reporting to identify opportunities for team members and coach them towards achieving and exceeding team sales goals through excellent customer service and product knowledge
  • Sales Execution: Executes the Inside Sales methodology through meaningful customer interactions
  • Mentorship Program: Develop and facilitate a mentorship program
  • Team Meetings: Lead team meetings to ensure team understanding of company initiatives as well as the team’s performance against KPI’s
  • Leadership Growth: Come prepared to meetings with the manager with areas of struggle, openness to accept feedback, and improve on leadership abilities
  • Tech Adoption: Assist in Sales Technology adoption and usage across the team and serve as a subject matter expert
  • CRM Feedback: Provide feedback on the team’s lead list by effectively utilizing the Peloton CRM system (Salesforce) to track and monitor lead activity

3. Inside Sales Supervisor Responsibilities

  • Lead Management: Lead dashboards and reports, call lists, and lead integrity to influence lead conversion
  • Product Expertise: Serve as a product expert by providing up-to-date product information
  • Sales Achievement: Achieve monthly, quarterly and annual team sales goals
  • Call Monitoring: Actively monitor inbound sales phone calls
  • Message Response: Ensure all messages in the Supervisor channel are replied to in 2 minutes or less
  • Email Response: Reply to emails from the supervisor's inbox on the scheduled day within 24 hours
  • Issue Resolution: Expedite resolution of advanced Member issues, reduce first reply time and full resolution time, actively monitor and address all escalations
  • Talent Acquisition: Help attract and maintain top talent by interviewing and hiring new Agents
  • Skill Development: Oversee their development through evaluation and coaching to ensure continued growth and deeper skill sets
  • Policy Enforcement: Follow and assist with the enforcement of all policies and procedures, including ROE, Chat and Call Engagement, Cadences, and time keeping
  • Schedule Strategy: Work with Inside Sales Leadership to create and execute a variable schedule strategy for the department which includes daily maintenance of individual rep time sheets

4. Inside Sales Supervisor Job Summary

  • Talent Management: Hire, onboard and train Inside Sales Representatives
  • Team Alignment: Drive alignment between the ISR team and the National Sales Manager, Regional Sales Managers and Territory Sales Managers in the Enterprise Market
  • Customer Support: Work with Customer Service Representatives to seamlessly meet the needs of the customers in the Enterprise Market
  • Best Practices: Align with Customer Service Supervisors to build rapport and cohesion and share best practices
  • Project Participation: Participate in various AFL projects involving the Customer Experience, working on business cases for IT projects and other various initiatives
  • Customer Solutions: Partner with AFL Business Units to provide customer solutions
  • Sales Development: Work with the Sales team to develop sales opportunities by researching and identifying potential accounts, soliciting new accounts, building rapport, providing product technical information and explanations, and preparing quotations
  • Account Growth: Develops accounts by checking customer buying history, suggesting related and new product options, and explaining technical features
  • Lead Qualification: Respond to RFQ and market leads, including qualification of market leads, review of RFQ, product identification, review of existing agreements, and obtaining pricing and lead times
  • Quote Analysis: Analyze quotes to identify additional sales
  • Quote Feedback: Solicit and record quote feedback
  • Issue Resolution: Solve customer issues as they arise to foster long-term business relationships
  • Quality Management: Manage customer quality issues, including Return Material Authorization (RMA) requests and customer complaints
  • Policy Compliance: Understand and promote the environmental, health and safety policies and comply with business Policies and Procedures
  • Performance Analysis: Analyze the performance of the Inside Sales team, and provide consistent coaching and direction
  • Appraisal Management: Conduct on-time yearly performance appraisals for inside sales
  • Performance Plans: Administer performance enhancement plans for the sales team with less than adequate performance
  • Executive Collaboration: Frequent collaboration with Executive Vice President Sales/Marketing/Customer Service, Executive Director of Customer Experience Solutions, Enterprise National Sales Managers, Business Unit General Managers and Product Line Managers

5. Inside Sales Supervisor Accountabilities

  • Supervisor Oversight: Supervises PTSS Region Supervisors in the process of qualifying customer referrals, relaying insurance verification and completing the shipping of products to customers
  • Team Management: Responsible for the hiring, training, and performance management of the CSS team
  • Process Oversight: Oversees written processes, procedures and guidelines for pump order processing and related insurance verification functions
  • Sales Partnership: Partners with the field-based Regional Sales Managers
  • Issue Resolution: Identify areas of opportunity and resolve issues at both the territory and regional levels
  • Policy Compliance: Ensures department’s adherence to company policies, including Privacy/HIPAA, as well as other legal and regulatory directives
  • Department Planning: Supports the short-term planning for the department including headcount, budgeting, training, and systems requirements
  • Data Reporting: Maintains subject matter knowledge of inContact and IEX platforms, leveraging tools to provide reporting on key performance indicators
  • Pipeline Review: Conducts regular pipeline reviews with Region Supervisors to assess team progress towards goals and metrics
Relevant Information
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