Become a part of an international company that helps over 16 million people globally and has been around for over 100 years! Do you have some experience in sales and want to become a part of this team helping people all over the world? Then we are looking for you!

About position

The Sales Team Leader ensures high-quality and efficient customer service by managing daily operations. This includes hiring, training, coaching, and motivating team members, as well as addressing employee concerns and implementing new procedures in collaboration with the Operations Manager.

Key Responsibilities

• Plan and manage daily schedules, track absenteeism, confirm holidays, and handle HR-related follow-ups.
• Address and resolve employee issues, providing coaching and guidance.
• Guide and communicate with the team to ensure customer calls are handled efficiently.
• Monitor call queues and workloads to achieve performance targets.
• Foster a positive work environment that motivates team members to excel.
• Oversee the implementation of upselling strategies (XSELL) by monitoring calls, providing feedback, and organizing incentives.
• Conduct monthly one-on-one reviews with agents to discuss performance and provide coaching.
• Perform regular call audits and deliver constructive feedback to agents.
• Organize monthly coaching sessions focusing on quality, upselling, and improvement.
• Ensure compliance with company procedures and quality standards.
• Provide adequate training and resources for team members.
• Lead or participate in projects aimed at improving processes and outcomes.
• Report weekly performance updates, achievements, and challenges to the Operations Manager.
• Suggest process improvements to enhance efficiency and customer satisfaction.
• Collaborate with other departments to address issues and implement strategies.

Your profile

• Strong supervisory and organizational skills.
• Ability to prepare statistical reports and performance summaries.
• Proficiency in Microsoft Office, particularly Excel, Outlook, and PowerPoint.
• Knowledge of internal systems (e.g., GENIO, IRIS, CRM).
• Experience in managing teams in a target-driven environment.
• Travel Requirements: Occasional travel to attend meetings in other countries.
• Personal Development: Take responsibility for personal growth and agree on development plans with the manager.
• Ad-Hoc Tasks: Perform additional tasks as assigned when needed.

Benefits

• Good stable salary with high sales commissions
• Restaurant vouchers
• Company Health Insurance after one year
• Training sessions and wellbeing activities
• Young, dynamic, and international work atmosphere with comfortable work conditions
• Possibility of having language classes
• Employee Support Programme

Location

Hybrid, Madrid