Sales Team Leader (English)

TaskUs

The Sales Team Leader is responsible for managing, motivating, and coaching a team of call center sales representatives to achieve and exceed sales targets, service level agreements (SLAs), and key performance indicators (KPIs). This role requires a results-driven leader who ensures the team delivers a superior customer experience while adhering to company policies and sales strategies.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and motivate a team of sales agents to drive leads and achieve revenue targets.
• Conduct regular performance reviews and feedback sessions, and maintain development plans for all team members.
• Effectively lead and manage people, processes, and technology to facilitate the delivery of excellence in service and operational efficiency.
• Foster a positive team culture and manage day-to-day team activities, including staff attendance, leave approvals, and shift rosters.

Sales & Performance Management

• Develop and implement effective sales strategies to expand market share and maximize sales opportunities.
• Monitor and manage team performance against service level agreements and Key Performance Indicators (KPIs).
• Analyze sales performance and call center statistics to prepare reports for management and identify areas for improvement.
• Provide ongoing coaching and training to sales agents on product knowledge, sales techniques, and objection handling.

Operations & Quality

• Handle escalated customer issues and complex problems with diplomacy and professionalism, ensuring one-call resolution where possible.
• Monitor random calls for quality and compliance to minimize errors and track performance, working to improve the team's average quality score.
• Implement and improve call center processes and workflows for efficiency and customer satisfaction.
• Communicate company news, process changes, and new product lines to the team through daily huddles and meetings.

Skills & Qualifications

• Proven experience (typically 1-5 years) in a supervisory or team leader role within a call center, specifically in a sales or telemarketing environment.
• High school diploma or equivalent; a relevant degree or certification in business or management is a plus.
• Proficiency in call center software, Customer Relationship Management (CRM) tools, and MS Office Suite.

Required Skills

• Strong leadership, team management, and motivational skills.
• Excellent written and verbal communication and interpersonal skills.
• Strong analytical skills to interpret data and trends in performance reports.
• Problem-solving and conflict resolution abilities, particularly for handling escalated customer issues.
• Ability to work in a fast-paced environment and manage multiple tasks concurrently.