The Team Leader is responsible for supervising a group of Sales Teammates. Their mission is to foster a high-performance culture, manage daily floor operations, and provide the necessary coaching to meet or exceed departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Core Responsibilities

• Performance Management: Monitor real-time dashboards to ensure the team meets key targets like Average Handle Time (AHT), Customer Satisfaction (CSAT), Conversion Rates, and Quality Scores. This role emphasizes managing outbound sales operations.
• Coaching & Development: Conduct regular 1-on-1 sessions and side-by-side monitoring to provide actionable feedback and career development for agents.
• Operational Oversight: Manage daily floor activities, including schedule adherence, break management, and handling "sup calls" (escalated customer issues).
• Data Analysis: Generate and analyze daily/weekly performance reports to identify trends, knowledge gaps, or process inefficiencies.
• Process Improvement: Collaborate with Quality Assurance (QA) and Training teams to refine scripts, workflows, and Standard Operating Procedures (SOPs).
• Conflict Resolution: Act as a mediator for internal team conflicts and maintain a positive, motivating work environment.

Key Skills & Qualifications

• Language Proficiency: Proficient in the French language (C1 level) and the English language (minimum B2 level).
• Experience: At least one year of relevant Team Leader experience managing a minimum of 10 to 15 Teammates. Previous experience working on phone, email, and live chat customer support roles is necessary.
• Leadership Presence: Proven ability to inspire, motivate, and lead a diverse team toward collective goals.
• Technical Expertise: Advanced knowledge of CRM platforms (Salesforce, Zendesk), telephony systems (Avaya, Five9), and workforce management tools.
• Analytical Thinking: Proficiency in interpreting data and using metrics to drive strategic decisions.
• Advanced Communication: Strong presentation skills and the ability to deliver constructive feedback effectively.

Soft Skills & Core Traits

• Accountability: Takes ownership of the team's successes and failures.
• Emotional Intelligence (EQ): Ability to manage high-pressure situations and maintain professional relationships across levels.
• Time Management: Skilled at balancing administrative tasks with active floor coaching.
• Flexibility: Availability to work varying shifts to support the team across different time zones or peak hours.
• KPI Driven: Success is measured by Team Retention, Overall Quality Score, and SLA Achievement.