Sales Team lead

Team LeadAt TP, we’re looking for a Sales Team Lead who Manages and develops a team of assigned Agents to meet and exceed performance, maximize productivity, assure quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education. Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.What you'll doFollow all steps of TOPS to manage their team and their shift on a daily basis to ensure 80% of their shift is spent managing their team.Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual / team targets.Completes regular monitoring’s of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirementsProactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational marginProvide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessaryEnsure all TP policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the TP Management immediatelyManage the team’s performance to continuous KPI achievement.Program and coach agents taking weekly calls/chat/email/Ticket based on account requirements. Call/chat/email/Ticket answering time may increase based on product updates or client requirements.Ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.Ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager, client) with to-thepoint communication.The TOP Team is looking for someone who:Is a professional in administrative or related areas.Has at least 3 years of experience in leadership positions and technologyHas experience as an agent in outbound or inbound sales.Demonstrates high levels of proactivity and ownership.Thrives in environments that require self-management and autonomy.Communicates clearly and confidently in client-facing situations, with strong presentation and interpersonal skills.Understands the importance of aligning learning strategies with business and operational goals.It is essential to have experience and knowledge in Google Cloud.Ensure achievement of SLA targetsWhat we offerIndefinite-term contract – long-term stability from day one.44-hour workweek – a balanced schedule to support your productivity and well-being.Employee fund access – financial support and exclusive benefits.Career development plan – grow with us through structured learning and advancement opportunities.Weekends off – enjoy your personal time and recharge.What sets us apartWe’re the experts in global digital business services, operating in 100 countries with a team of around 500,000 employees worldwide!Great Place To Work® has recognized us as one of the best companies to work for—both locally and globally. We never stop innovating, and we always go the extra mile.At TP, we champion diversity, equity, and inclusion in every interaction. We value the unique perspectives and identities of both our clients and our people, nurturing an inclusive culture where every voice is heard, respected, and appreciated. Our commitment to diversity strengthens our connections, drives real impact, and helps us build a more equitable world.Make a difference with the TOP Team!