LexisNexis® Coplogic™ Solutions is a suite of cloud-based tools designed to help law enforcement agencies streamline incident and crash reporting processes. These solutions automate traditionally manual tasks, improve data accuracy, and enable faster decision-making through advanced analytics and data visualization. Coplogic helps agencies achieve public safety goals by integrating data sources and enabling proactive enforcement strategies.

The Coplogic Operations Supervisor will lead a team of dynamic Telesales Representatives supporting the business unit. This role ensures accurate, high-quality and timely delivery of assignments ranging from campaign execution to reporting while optimizing processes, tools and governance across regions. The Supervisor will balance operational excellence with sales insights, enabling the team to support pipeline growth and revenue generating initiatives.

Accountabilities:

People and Performance Management

Ensure new employees are oriented to the organization, its policies, facilities, etc.
Ensure all work is completed according to established policies, procedures, and standards
Facilitate Employee Training and Development
Manage individual and team scorecard per month
Monitor, assess and provide feedback about employee's performance
Provide ongoing guidance to employees in the forms of ongoing coaching and mentoring
Conduct performance appraisal on a regular basis and participate in annual review process
Develop and implement PIP if performance is not adequate
Approve and monitor daily team attendance
Oversee, and as needed, support staff in activities to ensure timeliness and accuracy of relative output
Support and drive employee engagement and corporate social responsibility initiatives

Conflict / Crisis Management

Regularly review the needs of employees
Help, discuss, evaluate, and resolve personal and work issues among team members
Inform and monitor employees during times of crisis or disaster to assess situation
Inform the manager of the current situation of team members and recommend solution
ReportingSubmit regular operation performance status reports to local leadership team
Generate monthly performance update to BU stakeholder
Update all necessary reports needed by Stakeholders
Ensure all reports are accurate, updated and submitted on time

Operational and Process Management

Gain good understanding of the business to be able to monitor accuracy of work, identify opportunities to develop people, improve processes and drive results
Work in production to effectively coach and mentor team members as well as assist in production due to business requirements i.e., volume influx, staffing issues etc.
Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations
Review, develop and implement process improvements, departmental goals, and objectives
Conduct monthly operations review and execute action items agreed with the manager and business unit partners
Manage multiple processes or work functions simultaneously
Monitor and manage workload and assignments of the team
Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actions
Manage and facilitate the corrective action process, partnering with the Manager
Process audit – support annual process audit activities
Operations Standard – support compliance with established processes
Complete other duties as assigned

Qualifications:

Candidate must possess Bachelor/College degree
Preferably with 1-2 years of B2B sales leadership experience
Preferably with experience in handling Sales-focused calls-related team/program
Strong people and stakeholder relationship management skills
Excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the organization
Amenable to work on a night shift or flexible schedule
With excellent work ethics and can easily adapt to CI and Agile Culture
Detail oriented and project management skills
Proven success at managing change
Strong organizational, prioritization and delegation skills
Proven problem solving and analytical skills
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Why join us

Experience the perfect blend of work-life balance with our hybrid setup: work from home with occasional onsite visits (4-6 times a month)
24 annual PTOs
Abundant learning and development opportunities
HMO coverage from day 1 (for you and up to 4 dependents)
Life and accident insurance for employees from day 1
Competitive compensation package with annual merit increases, and commission plan
Flexible Retirement Plan

Sales Team Lead