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Sales Operations Team Leader

2 months ago

Northbrook, Illinois, United States USA Clinics Group Full time

Position Overview:
The Sales Operations Team Leader plays a crucial role in enhancing sales performance within the call center dedicated to Registering and Scheduling. This position involves overseeing team dynamics, optimizing processes, and refining communication scripts to achieve peak efficiency and effectiveness. Your leadership will be pivotal in fostering a culture of continuous improvement through coaching, performance management, and strategic reporting.

Key Responsibilities:

  • Direct daily operations and provide clear communication to ensure that all calls are handled promptly, professionally, and with the necessary expertise to meet performance targets.
  • Guide team members to achieve sales objectives while effectively managing objections and customer concerns.
  • Evaluate team performance to ensure all sales goals are consistently met.
  • Embrace a hands-on approach to leadership; we prioritize active involvement over delegation.
  • Address performance issues and provide constructive feedback to team members regarding attendance and other areas needing improvement.
  • Develop and analyze performance and sales metrics to drive team success.
  • Regularly review and enhance communication scripts to improve overall effectiveness.
  • Collaborate with senior management to create engaging contests and recognition programs that promote a competitive yet supportive team environment.
  • Manage and resolve escalated customer inquiries with professionalism.
  • Occasionally step in to assist with calls and daily operational tasks as needed.
  • Analyze call center data to understand trends in call volume and adjust staffing accordingly.
  • Coach and mentor call center analysts to foster their professional growth.
  • Implement key performance indicators (KPIs) to measure and benchmark call center efficiency.
  • Translate call volume insights into actionable business strategies.
Qualifications:

  • Extensive knowledge of call center operations and systems.
  • Proven success in coaching and developing sales teams.
  • Strong organizational, prioritization, and multitasking abilities.
  • Ability to thrive in a fast-paced, dynamic environment with shifting priorities.
  • Analytical mindset to identify trends and implement effective solutions.
  • Exceptional problem-solving skills.
  • Outstanding written and verbal communication capabilities.
Experience:
  • Demonstrated history of leading high-performing teams.
  • Minimum of 2 years in a supervisory or leadership role, including direct coaching experience.
  • Experience in managing escalated customer interactions and resolving service issues.
  • Bilingual abilities in English and Spanish, Russian, or Greek are advantageous.
  • Flexibility to work on weekends as needed.
Benefits:
  • Comprehensive medical, dental, and vision insurance options.
  • 401k plan with company matching.
  • Flexible scheduling opportunities.
  • Significant opportunities for professional growth.