
Sales Support Team Lead
4 days ago
As a Team Lead, you will play a crucial role in driving team success and ensuring efficient day-to-day operations at our Davao site. This role requires someone who can inspire and lead a team while also maintaining a strong focus on quality standards, process efficiency, and operational consistency.
You will dedicate:
- 50% of your time to team leadership – guiding, coaching, and supporting team members.
- 50% of your time to QA and operations management – driving quality metrics, conducting audits, improving workflows, and assisting with other operations management responsibilities.
Hours
: Monday-Friday, 9pm-6am PHT (9am-6pm US EST)
Role and Responsibilities:
- Lead, coach, and support a team of Sales Support Analysts to achieve individual and team goals.
- Conduct regular 1:1s, team huddles, performance reviews and coaching sessions.
- Set clear goals, monitor deadlines, and performance KPIs.
- Conduct regular coaching sessions and employee development initiatives.
- Listen actively to team feedback, resolve issues with empathy and professionalism, and foster a positive, inclusive team culture.
- Foster a positive team culture focused on accountability, growth, and collaboration.
- Track attendance, monitor PC utilization, and generate weekly and monthly reports on productivity, utilization, and QA performance.
- Organize and coordinate team-building activities to promote engagement and collaboration.
- Champion a culture of accountability, continuous learning, and professional development.
- Provide feedback and reporting back to the corporate office on a regular basis.
- Conduct regular quality audits, perform root cause analysis, and implement corrective action plans.
- Collaborate with Managers and the Director of Operations on workflow optimization, escalations, and reporting.
- Drive quality improvement initiatives and compliance with policies, processes & deadlines.
- Analyze data to identify trends and areas for improvement.
- Support reporting and documentation requirements.
Required Skills/Abilities:
- 2-4 years of experience in a Team Lead, QA Supervisor, or Operations Manager role (Preferred).
- Strong leadership and team development skills.
- Solid understanding of QA processes and operational best practices.
- Strong attention to detail, analytical & problem-solving skills.
- Strong communication skills, both verbal and written.
- Proficiency with CRM tools (Salesforce preferred), Excel, Outlook, and other Microsoft Office applications.
- Experience in BPO, sales support, or shared services environments is a plus.
- Ability to manage competing priorities in a dynamic, fast-paced setting.
- Experience in night-shift roles (Preferred)
Benefits:
- Highly competitive salary with incentives
- Comprehensive benefits package
- Supportive and collaborative team environment
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