team leader - polish (c1) + english (c1)

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 - Duties and 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