Description
The Sales Productivity Team Lead is responsible for leading and supporting a team of Sales Productivity Analysts who manage key sales operations processes.
Key Responsibilities:
- Team Leadership and Coaching: Lead a team of Sales Productivity Analysts; oversee daily performance, attendance, and engagement. Conduct regular coaching, 1:1s, and performance reviews; create individual development plans.
- Operations Management: Manage real-time operations (queues, staffing, intraday adjustments). Ensure adherence to SLAs across channels (Case Closure Rate, Case Turnaround Time, Phone Answer and Abandon Rate).
- Quality and Customer Experience: Drive QA standards; conduct calibrations with QA and stakeholders. Monitor contact quality, tone, accuracy, and resolution; reinforce knowledge base usage.
- Continuous Improvement: Analyze trends and root causes; propose process, policy, and knowledge-base improvements. Support pilots and change initiatives; manage rollouts and agent readiness.
- Reporting and Stakeholder Management: Produce daily/weekly/monthly performance reports and insights. Communicate status, risks, and actions to leadership and cross-functional partners.
- Compliance and Data Security: Ensure adherence to data privacy, security, and regulatory requirements (e.g., GDPR/CCPA where applicable). Maintain accurate documentation, SOPs, and audit readiness.
Qualifications:
- Bachelor’s degree or equivalent experience
- 5+ years in Sales Productivity/Sales Support; 2+ years in a team lead/supervisory role
- Experience managing omnichannel operations (phone, email, and chat)
- Strong coaching, people leadership, and conflict resolution skills
- Proficient in WFM concepts, real-time management, and SLA-driven operations
- Analytical skills with proficiency in Excel/Google Sheets and BI/reporting tools
- Excellent written and verbal communication; strong stakeholder management
- Knowledge of privacy, security, and brand safety standards for customer contact and social platforms
Tools and Technologies (experience preferred):
- CCaaS platforms (e.g., AWS, NICE, Avaya, Cisco) and telephony for toll-free lines
- CRM/Ticketing (e.g., Salesforce Service Cloud, Zendesk, ServiceNow)
- Chat and email management tools; knowledge management (KM) platforms
- WFM and QA tools (e.g., AWS/ NICE/Verint)
- Social moderation/publishing tools (e.g., Sprinklr, Hootsuite, Sprout Social)
- BI/reporting (e.g., Power BI, Tableau)