Sales Team Lead

About UsHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.Operations Team Lead Responsibilities:Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner.Provides continual evaluation of process and procedures.Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers.Provides statistical and performance feedback and coaching daily to each team member.Be always available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.Ensure to write and administer performance reviews for skills improvement.Manage nesting agents to ensure proper performance before moving to the operations floor.Incorporate performance intervention to accelerate learning.Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and metrics.Assist Operations Manager to resolve customer complaints and issuesHandling employee related issues and monitoring transactionMonitor Team performance in terms of e.g. NPS, CSAT, FCR, Adherence, and Attrition etc.Ensure that employees adhere to the company's policies, procedures, guidelines, rules and work.Manage the fair and consistent application of performance management and disciplinary measures as necessaryRequired Skills and Experience:Sales experienceBachelor’s degree in any field preferredTeam management experience at least one year preferredMinimum of 2 years’ experience within a contact center environment as a Team LeaderExperience within customer services, inbound and outbound projects preferred.Excellent leadership and communication skillsStrong coaching and people-development skills through call listening, quality feedback, etc.Google suit (Gmail, slides and spreadsheets) and MS Office knowledge preferred.Ability to deal with demanding customers and escalationsEnergetic and motivating individualCreative thinkingFull Time availability.Availability to work from Site.