Sales Team Leader | Australian Account  

The Team Leader will have the following scope in six (6) discrete areas,

namely

1. Workforce management,

2. Business Development,

3. Goal Setting,

4. Performance management,

5. Continuous Development,

6. Admin Management.

The list of duties includes, but is not limited to the following:

• Workforce Management
• Maintain a Capacity Plan to effectively utilize the resources.
• Business Development
• Provides Ops Director data, performance analytics, and projections.
• Ensure operations remain aligned with the values of the business.
• Goal Settings
• Review, implement, and manage key performance indicators to ensure team growth.
• Performance Management
• Conduct regular team performance reviews and ensure they are measured and documented accurately.
• Manage individual performance, determine the root cause of underperformance, and ensure corrective action.
• Ensure on-going staff coaching, training, and development.
• Continuous Development
• Identify and communicate business growth or improvement opportunities to agents
• Frequent calibration checks with QA and support teams.
• Assist with the development/improvement, implementation, and management of policies and/or processes.
• Ensure operations remain aligned with the values of the business.
• Admin Management
• Reviews and ensure proper documentation and accurately
• Provide reports and analysis to Ops Manager on a daily, weekly and quarterly format.

Minimum Requirement:

• At least 5 years BPO/Call Center experience as a team leader or managerial position managing start-up operations and development of processes and team structure.
• Significant experience in performance management lifecycle and coaching Team
• Leaders for performance.
• Ability to deal with unexpected day-to-day challenges, to problem solve and ‘think-outside-the-box’.
• Thorough knowledge of service level agreement, metrics and KPIs.
• Experience with creating dashboards in spreadsheets.
• Experience with account management and client coordination
• Experience with written and verbal reporting to management and clients.
• Solid relationship and team-building skills.
• Positive attitude and unwavering integrity.
• Exceptional written and verbal communication skills.
• Zero records of dishonesty or adverse attendance from previous employers