Team Manager (Sales)

Iterum is a leading nearshore customer contact management service provider with reach in Panama, Mexico, Colombia, Puerto Rico, USA, and Jamaica. Apply Now!

Job Summary:

Are you ready to be part of an AMAZING team? As a Team Manager here, you'll be obsessed with providing incredible customer and employee experiences. You'll lead with passion as you insist on excellence and take ownership of developing the BEST employees. You'll get results by coaching, mentoring, and disciplining with care; carefully planning, monitoring, and celebrating achievements. You'll share your knowledge through awesome training and make sure to implement supportive systems, policies, and procedures. You will be the BIGGEST ADVOCATE of our client's brand and will represent their business as one of their own!

You'll earn trust by all ears listening and treating everyone with respect. Full responsibility is yours in ensuring all employees feel cared for as you look for creative ways to offer support. You will be infused in our client's brand and will be a solid partner and visionary.  This is the job for you if you're ready to lead an enthusiastic team to success and be part of the best brands and an award-winning team!

Essential Functions:

The Sales Team Manager oversees a team of Sales Representatives in a sales department. This support leader will have a multi-faceted role that involves a blend of technical expertise, leadership, and customer service skills. Here are the common job duties associated with this position:

• Team Leadership and Management:  Responsible for leading the team (upwards of 17 Associates), which includes hiring assistance, training, and mentoring staff, as well as conducting performance evaluations and managing team schedules to ensure adequate coverage.
• Technical Guidance: As the technical expert, the manager provides guidance and support for complex customer issues and ensures the team is up to date on the latest technologies and troubleshooting techniques.
• Customer Service Oversight: They monitor customer service interactions to ensure that the team provides accurate and efficient support, and they may step in to handle escalated issues or complaints.
• Process Improvement: The manager identifies areas for process improvement and works to streamline support operations, which may involve implementing new tools or methodologies to enhance service delivery.
• Quality Assurance: They establish quality standards and implement monitoring strategies to ensure the team meets or exceeds the standard of the client and the business. Ensure as well that all established quality standards are adhered on their assigned teams.
• Reporting and Analysis: The role involves analyzing performance data to identify trends, report on team metrics, and make data-driven decisions to improve team performance.
• Collaboration and Communication: The Team Manager often serves as a liaison between the technical support team and other departments, ensuring clear communication and collaboration across the company and with the client and their cross functional teams.
• Training and Development: Developing ongoing training programs to keep the team’s skills sharp and up to date with the latest technologies and customer service best practices.
• Policy and Procedure Adherence: Ensuring policies and procedures that govern how the team operates and interacts with customers and fellow staff members are adhered to and all team members are well informed.
• Documentation: Overseeing or contributing to the creation and maintenance of technical documentation that the team can use to resolve customer issues more effectively. Be a learned partner of the client ensuring that the voice of the customer and that of our Associates and Quality team are heard.
• Crisis Management: Being prepared to handle and quickly resolve any critical issues that may arise, potentially including system outages, security breaches, client outages resulting in high call volumes.

Qualifications:

• Related degree or equivalent relevant work experience, no less than 2 years in a similar capacity.
• A minimum of five (5) CSEC and CAPE subjects with Mathematics, English Language and IT being required or Diploma/Recognized Certification in Supervisory Management.
• Strong leadership qualities and organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and roles.
• Highly effective interpersonal skills with an ability to partner with leaders across the organization.