Summary
The Team Leader will be pivotal in developing our Customer Response Centre into a centre of excellence, consolidating internal support structures into a unified ISO-compliant response centre.
Description
Key Objectives:
- Lead, develop, and motivate teams to meet business targets and performance goals, ensuring high customer satisfaction.
- Provide accurate sales forecasting and ensure CRM data accuracy.
- Act as an enabler by removing roadblocks and helping the team resolve challenges in sales opportunities.
- Monitor and drive team productivity, conducting regular performance reviews and coaching sessions.
- Analyze performance data and customer trends to implement strategic sales plays and best practices.
- Stay informed on client products/services and market trends, updating the team as necessary.
- Serve as a point of escalation, responding promptly to client issues.
- Foster strategic client relationships through effective communication with the Sales Director and clients.
- Collaborate with client contacts on reporting and forecasting.
- Ensure team alignment with operating plan targets, sales targets, and client performance goals.
- Develop a coaching and training platform focused on customer success and revenue retention.
- Coordinate team incentives and SPIFs.
- Maintain professionalism in all interactions with the team and clients.
- Build strong relationships with internal and external stakeholders to meet customer expectations.
- Collaborate with cross-functional teams to optimize sales processes and enhance customer experiences.
- Influence buying/renewal processes to improve client satisfaction.
Tasks:
- Lead cross-functional teams managing significant orders/projects for business customers.
- Oversee order processing, call handling, and project management tasks.
- Support self-managed team theory, fostering a positive work environment.
- Ensure accurate completion of service orders, updating customers throughout the process.
- Engage in projects as required, maintaining liaison with customers.
- Assume supervisory responsibilities as needed.
- Drive continuous improvement in service delivery.
- Mentor team members, supporting their growth in areas of strength.
- Represent the CRC in the bid process.
- Provide comprehensive support for complex SLA solutions.
- Contribute positively to the team culture and uphold the vision.
- Manage personal development effectively, understanding regulatory and competition rules.
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.
