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Operations Team Lead

Company: WebhelpUS
Location: Phoenix
Posted on: September 23, 2022

Job Description:

Operations Team LeadAs an Operations Team Lead, you will be focused on managing and developing the channel Ecosystem - including partner contacts, channel team and other stakeholders. This involves supporting a team to grow sales through technology partners. You will have an assigned territory and develop an excellent level of product or service knowledge to support customer questions and promote programs.

  • Facilitate and drive calls and activities with channel partners across different regions.
  • Build go-to-market and demand generation business plans that translate client strategy into actions
  • Carry out quarterly activity planning and report on critical metrics to reflect progress
  • Attend weekly, monthly, and quarterly business reviews
  • Own partner escalation metrics and maintain a high partner satisfaction score
  • Understand, build, and deliver presentation on key metrics to senior managementTeam Management
    • Responsible for onboarding and training new team members
    • Responsible for key quality SLAS and to ensure quality is up to standards
    • Provide statistical and performance feedback and coaching on a regular basis to each team member
    • Management performance and ensure achievement of weekly, monthly, and quarterly SLA targets
    • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
    • Address disciplinary and/or performance problems, according to company policy
    • Assist Operations Manager with daily operations to include the development, analyses and staffing, training, and reward/recognition programs.
    • Recognizing growth opportunities, future oriented, building team skill sets, positive attitude, organized, proactive and a team playerMinimum Requirements:
      • 2+ years of leadership experience; preferably prior experience in IT or BPO industry
      • Experience with people management is required: minimum 1-2 years of experience as a team leader/ team management role leading a customer service or sales team
      • Proven track record of achieving quotas in channel led organizations is a plus
      • IT cloud product knowledge is a plus
      • Experience working with Salesforce is a plus
      • Presentation skills (for sharing standards with colleagues and team-members)
      • Ability to manage, train, motivate teams, take ownership of training and skill enhancement, seek continuous quality improvement
      • Strong communicator, superior organizing abilities and process-oriented work style
      • Must be able to travel to the Phoenix, AZ office siteEEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.

Keywords: WebhelpUS, Phoenix , Operations Team Lead, Other , Phoenix, Arizona

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