Team Lead
Concentrix
NCB Tower - CNSJM
2d ago

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

An energetic, highly self-motivated Sales Leader who enjoys making a difference, being part of a team and takes pride in their career to work in a fast-

paced office. This role will be responsible for ensuring the sales operation is meeting / exceeding targets, goals and operational KPIs with ownership of all content and content delivery systems for the sales team.

This includes both Consumer and B2B environments.

As an Operations Team Lead, you will work directly with a team of individuals that house both a Quality Analyst and Operations Supervisor.

Your function will be to ensure positive morale and effective daily operations. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations.

Additional responsibilities include (but not limited to) :

High Level Description

  • Drive a winning Sales Culture across the operation resulting in a collaborative & motivated team able to drive performance & meet / exceed goals
  • Track sales performance in line with required cadence and identify and implement required corrective action plans to ensure our sales business is meeting / exceeding targets
  • Present business reviews with Microsoft in line with required cadence, sharing sales performance insights
  • Partner with operational team leads, Trainers, Coaches and SMEs to capture customer insight from all inbound sales leads, and share with Microsoft
  • Continually review individual sales agent performance by channel to optimize agent performance
  • Identify and manage sales leads through nurture function to further contribute to KPIs
  • Partner with Trainers and Coaches to identify agents who require development and build & implement corrective improvement plans, identify top performers for building best practices shared across the whole team
  • Partner with Trainers and Coaches as well as Microsoft to ensure sales training is delivered effectively across all agents and SMEs
  • Support delivery of sales methodologies into all sales coaching functions
  • Manage delivery of content to appropriate audience through appropriate delivery system
  • Adjust or create content when needed to address appropriate audiences
  • Coordinate with Trainers and Coaches to ensure new content / information is incorporated into Quality measures and Training plans
  • Design and implement agent incentive model (aligned with P4P model and budget) to drive required agent sales behaviour (engaging with Microsoft when appropriate)
  • Coordinate with management to ensure timely dissemination of information / process changes to team
  • Ensure Sales teams have access to the content, promotional, product or campaign details needed to be successful in their role
  • You must be a change agent someone who can drive the evolution of the Sales site culture, thereby becoming a leader who people want to follow
  • Add for B2B :

  • Responsible to manage both Direct Sales and Lead Generation motions DocuSign Envelope ID : 7B8A6B7F-5912-470F-BD4A-
  • Identify and manage sales leads through nurture function to further contribute to sales growth and ongoing relationships with customers maintaining positive KPI's
  • Culture Mindset

  • Consultative. Great listeners, and problem solvers for each unique customer challenge.
  • Influential : Motivated to encourage positive customer behavior change and impact.
  • Empowered. Driven to explore and deliver creative and high-impact solution to enhance the customer's experience without constraints or limitations.
  • Inspired. Feels connected to the Microsoft mission and is passionate about helping customers get the most value from our products and services.
  • Resilient. Bounces back from, grows and thrives during challenges, change and adversity.
  • Collaborative. Shares idea and thoughts with their peers and partners to accomplish common goals.
  • Soft Skills

  • Excellent language skills (native / near native) both written and verbal in the language they support. B2 for the supported market and English from Common European Framework (CEFL).
  • Advanced Mid High from ACTFL (American Council on the Teaching of Foreign Languages) and 2+ from ILR (Interagency Language Roundtable).

    n addition good basic English skills desired

  • Strong active listening skills
  • Curious to learn more and able to apply the learnings to the next interaction
  • Ability to speak and write clearly, to establish quick rapport with a customer, instill confidence and demonstrate passion in meeting and exceeding customer’s expectations, including ability to identify and diffuse varying customer emotions and adapting language accordingly
  • Ability to control and influence the conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer
  • Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike)
  • Efficiently respond to a dynamic online environment; Exemplifies curiosity for campaigns and demonstrates the ability to quickly and accurately consume new product and marketing information required to effectively help the customer
  • Technical knowledge : Passion for Microsoft Product and Services
  • Help customers discover, buy, use, and love Microsoft products that meet and exceeds their needs; The advocate enjoys interactions with customers and is passionate about owning the support interaction through to the end, happy to close a sale
  • Ability to make the interaction easy for the customer (low customer effort) and aim to create a Microsoft fan.
  • Confidence and competence to stay on task in a demanding fast-paced environment
  • Ability to efficiently navigate multiple open windows and monitors with a min of 45 WPM in typing skills
  • PC Skills, proficient in using Microsoft Office suite and ability to easily adapt to various Customer Management or Communication tools
  • Base Experience

  • Experience with Microsoft Office products
  • Minimum 1-year customer support or service experience for B2B roles required, 6 months customer support or service experience for B2C roles required
  • Experience

  • At least 1-year proven track record in leading a team of Sales advocates and familiar with coaching people on sales objections and drive positive outcomes in a sales, retail or marketing environment
  • Skills

  • Must have excellent English skills (B2 / C1) to communicate with Microsoft stakeholders, plus at least another language that the advocates support (if international environment)
  • High tolerance to work in a dynamic high-pressured environment, steady under pressure and able to control pressurized situations
  • Passion and drive lead a team of diverse Sales advocates to achieve positive business outcomes and work to a common goal
  • Proven ability to work with a diverse group of frontline advocates who will support our customers in an authentic, positive manner, excited about Microsoft products and services
  • Strong ability to coach and role model for the wider team
  • Believes in positive reinforcement for performance management and track record of leading a diverse team to drive growth and business impact
  • Ability to communicate eloquently with Microsoft at various levels and act as a support function to site management such as coaches, team leads
  • Business Skills

  • Passionate about Microsoft products and able to convey that passion to others
  • Strong in using data to drive insight and present a story to business stakeholders
  • Strong ability to understand industry and market trends and proven track record to be able to respond to change with flexibility to change strategy
  • Strategic thinking, change & Innovation focused
  • People manager with the ability to energize individuals and generate a collaborative, sales-focused team dynamic
  • Strong ability to identify areas of opportunity (performance gaps, training needs, etc.) to drive business KPI's
  • Proven track record to set up performance management system through positive rewards, coaching and role modelling the right behavior
  • Add for B2B :

  • Familiarity with broad business customer, industry challenges, and ability to assist teams to uncover specific client pain-
  • points & develop relevant solutions

    Technical Skills

  • High tolerance to work in a dynamic high-pressured environment, steady under pressure and able to control pressurized situations
  • Quick learner and able to relate new learnings to others
  • Ability to create an environment that can adopt to the changing pace of the business, ability to manage the operational floor in an organized fashion an remain calm during times of high pressure or volume
  • Positive, growth mindset, believing in finding the right solution in a positive and proactive manner
  • Experience of managing and motivating a sales and / or lead generation teams
  • Proven track record of applying data analytics, focused on trends, sales growth, or performance management and therefore highly skilled in conducting needs analysis and devising custom learning solutions
  • Strong Cultural awareness for selling market
  • Good understanding of Applications, CRM / Sales Tools
  • Desired to have had active experience with Gamification tools and methods, bringing fun and creative ideas to the selling environment
  • Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

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