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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.
Responsibilities

  • 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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