Team Leader - Sales Assist team
Romania Sales
Job description
Responsibilities
-Interpret day-to-day business objectives and prepare/execute operational practices/work programs in collaboration with the team supervisor
-Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
-May perform data entry or other client related tasks in various systems, as required
-Perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency
-Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases
-Prepare, analyze and interpret complex reports/information and formulate conclusions
-Ensure that all of the client responsibilities occur in accordance with the Statement of Work and Service Level Agreement with client(s)
-Act as technical and functional resource and Subject Matter Expert for team members, peers and/or clients as assigned
-May be accountable for ongoing management of effective client service relationship in one area of the business, by acting as main point of contact for senior client representatives
-Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs
-Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
-Assist with providing operational statistics and escalate operational issues to direct manager
-Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content
-Prepares, coordinates and conducts performance appraisals, and gives counsel to employees on career and performance/disciplinary issues
Desired profile
Qualifications :
Ideal candidate
-At least 2 years managerial experience:
-Typically, 3 years work experience preferably with previous Learning /Core HR/ pre-payroll expertise and professional coordination; Previous experience in business process area e.g. Learning, HR, Billing, Payments, Collections, Payroll, Pre-Payroll, Contact Center, preferably in an operations environment
-Fluency in English
-Previous experience in BPO industry is preferable
-Coaching/mentoring skills
-Strong customer service skills
-Strong organization skills, attention to detail and follow through to resolve any outstanding issues
-Strong time management skills
-Advanced written and verbal communication skills; manages internal and external/client communications with individuals at all levels.
-Ability to adapt to changing environment and support of multiple clients
-Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager