Sales Team Manager
Core
Manage a sales team to improve performance on customer experience metrics (Resolution and CSAT) and drive sales/service goals through coaching and action plans.
Role type
Team Manager (Sales Operations)
Builds
Sales and service outcomes for clients
Domain
BPO / Customer Experience / Sales Operations
Required skills
Team performance management, behavioral coaching, action plan creation, stakeholder management, KPI tracking, employee retention strategies, site engagement planning
Preferred skills
Sales operations background, high-pressure target-driven environment management, multi-KPI delivery expertise
Technologies
Internal Sutherland attendance tool, call auditing systems
Responsibilities
Coach agents on compliance and performance, conduct weekly audits and call scrubbings, present team performance to clients, address attendance and attrition issues, report retention red flags, lead employee engagement activities