Team Lead

Summary of Duties:

The Team Leader is responsible for managing, coaching and developing a team of Telesales Representatives handling inbound or outbound calls.  The Team Leader is a key resource for the delivery of sales targets and must ensure that their team members have the product knowledge and/or sales techniques to achieve these objectives.

Main Responsibilities:

• Provides supervision, coaches, trains, schedules, monitors activities, and participates in performance assessment of sales staff;
• Motivates sales team and fosters positive work environment
• Ensures that all customer needs are met and go above and beyond expectations to ensure total customer satisfaction
• Coordinates sales campaigns and incentive programs in order to increase sales performance, customer service and productivity
• Analyzes sales results to detect trends and recommend solutions to contribute in attaining individual sales goals and those of the team
• Provide a proactive approach by taking the initiative to resolve problems
• Ensure delivery of quality of service through call monitoring and complaint resolution
• Coaching and mentoring of team
• Work with QA team and utilize quality monitoring and any other supporting data to assist with coaching and feedback
• Appropriately addressing human resource issues, such as attendance, interpersonal conflicts in the workplace and consults with Call Centre and HR Manager for guidance
• Participate and/or lead in internal/client calibration sessions
• Provide recommendations for improvement of processes and procedures
• Conduct monthly and yearly performance reviews
• Responsible for managing and producing daily, weekly, monthly and yearly statistics and KPI’s
• Assist management with development of program and team goals
• Assist with other duties, e.g. dialing, quality assurance when required
• Assist with projects and other duties as requested or assigned

Skills and Qualifications:

• Must have high school diploma with relevant work experience
• Post-secondary education is an asset
• Excellent leadership skills
• Strong communication and customer service skills
• Effective and accurate decision-making skills
• Strong organization and planning skills

Apply with resume / Cover Letter and manager recommendation to HR Department or online at http://spdatallc.com/careers/

Attention:   Lise Beaulieu                                      Job AD Closing Date:  August 8^th ,2018

Email: lise.beaulieu@spdatallc.com

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