JD Team Lead: Sales & Sales Support

Roles & Responsibilities

Lead, coach, and manage a team of sales and sales support agents to achieve revenue and conversion targets
Drive key performance metrics including sales conversion rate, average order value, revenue per call, and customer satisfaction
Monitor daily sales performance and provide real-time coaching to maximize results
Handle escalated sales calls and complex customer situations
Support agents in objection handling, product positioning, and closing techniques
Ensure team follows Client sales processes, promotions, and pricing guidelines
Conduct regular call reviews to improve sales effectiveness and customer experience
Develop and implement action plans to address performance gaps
Partner with training teams to improve product knowledge and sales skills
Track and manage pipeline opportunities and follow-up processes
Ensure agents are effectively cross-selling and upselling relevant products and services
Collaborate with marketing and operations to stay aligned on promotions, inventory, and campaigns
Oversee order processing accuracy and post-sale support activities
Maintain high levels of professionalism and compliance with company policies
Manage scheduling, attendance, and overall team productivity
Prepare performance dashboards and provide leadership updates
Help develop new sales scripts, playbooks, and best practices
Foster a high-energy, competitive, and positive sales culture

Required Skills & Qualifications

Proven experience leading a sales or sales support team in a call center environment
Strong understanding of consultative selling techniques
Ability to motivate and coach agents to hit aggressive sales targets
Excellent verbal and written communication skills
Solid knowledge of consumer electronics, smart home, or security products (preferred)
Strong analytical skills with the ability to interpret sales data
Experience handling customer objections and escalations
Proficient in CRM systems and sales reporting tools
Ability to multitask in a fast-paced environment
Strong organizational and time management skills
Minimum 12 years of experience in a sales leadership role (preferred)
Experience in eCommerce, inbound sales, or tech product sales is a major asset

Core Competencies

Operations Lead - Contact Centre/ Cal Centre