Summary
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Description
Essential Functions/Core Responsibilities
- Lead, develop, and motivate the team(s) to achieve specific business targets and meet assigned performance targets weekly/monthly/quarterly, ensuring high customer satisfaction
- Provide accurate weekly, monthly, and quarterly sales forecasting, execute all required customer success motions and ensure data recorded in the CRM is accurate and up to date
- Act as an enabler to remove both internal and external roadblocks and help team to resolve challenges in support of sales opportunities
- Monitor and drive team call time and productivity and conduct weekly performance reviews and weekly coaching sessions with all team members
- Analyze data, performance, and customer experience trends to develop and implement strategic sales plays and best practice for client/specific territories
- Stay current on developments in client products/services and within the market and ensure the team is informed on the latest trends and market direction
- Act as a point of escalation for the client and respond in a timely manner to any issues
- Maintain a balanced level of communication with Sales Director and external facing client to ensure strategic client relationship is fostered and developed
- Effective client management having a clear view on account and how to maximize revenue as well as effectively communicating quarterly objectives to client
- Work closely with client contact on reporting and forecasting
- Ensure team alignment to achieve operating plan targets, sales targets, and client performance targets (CPTs)
- Work with internal functional resources and external partners to develop an effective coaching and training platform, targeted around customer success and revenue retention motions and skills, ensuring on-going development of the team
- Coordinate team incentives and SPIFs (Sales Performance Incentive Fund)
- Ensure high level of professionalism during all interactions with team and client
- Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met
- Collaborate with cross-functional teams and management to optimize sales processes, systems and achieve a superior customer experience
- Lead team to effectively influence buying/renewal process to achieve greater client satisfaction
Qualifications
Required Qualifications
• Minimum 3 years of proven work experience in a sales leadership role (or similar)
• Consistent track record of success with a passion for exceptional customer experience and driving team results
• Must be well-versed in High Performance Selling methodologies
• Results-driven, analytically proficient, strategically minded with an operational outlook
• Excellent people management, leadership, and coaching skills
• Strong record of developing and retaining high potential employees
• Experience in a fast-paced high-volume sales environment with tight deadlines in a dynamic working environment
• Excellent listening and problem-solving skills
• Excellent verbal and written communication skills, both internally and externally
• Ability to maximize revenue through best practices
• Highly organized with the ability to handle multiple priorities
• Strong knowledge of Microsoft Office programs
• Demonstrated ability to prioritize and multi-task in a time-sensitive environment
• Demonstrated ability to make timely and sound decisions; make decisions under conditions of uncertainty or limited data; evaluate short- and long-term consequences
• Execute high level of independent judgement and critical thinking
• Professional and polished demeanor
Preferred Qualifications
• Bachelor’s degree
• Experience working with Salesforce.com or similar CRM preferred
Career Level Description
Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
