Key Accountabilities And Responsibilities
Team Supervision and Leadership
- Lead and mentor the sales support team to ensure high performance, engagement, and professional growth.
- Coach, train, and give feedback to team members to support growth and improve performance.
- Monitor workload distribution and ensure timely completion of tasks.
- Lead focused team huddles to align on goals, share updates, and resolve issues collaboratively.
Sales Support Task Management
- Ensure timely and accurate completion of support activities assigned to the team, aligned with service expectations.
- Monitor task execution to verify compliance with internal guidelines, standards, and procedures.
- Resolve task discrepancies by identifying issues early and providing prompt coaching or corrective actions.
- Provide ongoing feedback and guidance to team members to maintain quality and accountability in task delivery.
Customer and Sales Team Support
- Act as the escalation point for complex customer and internal inquiries, ensuring timely and effective resolution.
- Deliver responsive and professional support to internal teams and clients, maintaining high service standards.
- Track and analyze support trends to proactively address common issues and improve response strategies.
Reporting and Documentation
- Prepare regular performance reports for management, highlighting key metrics and team achievements.
- Analyze data and metrics to provide actionable insights that support decision-making and performance improvement.
- Maintain and update training documentation to ensure alignment with current processes and standards.
Process Improvement and Compliance
- Identify and implement process enhancements to streamline sales support operations and improve efficiency.
- Conduct regular process reviews with the team to gather feedback and uncover inefficiencies.
- Develop and enforce standard operating procedures, ensuring alignment with company policies and best practices.
- Support internal audits and ensure compliance with internal controls and regulatory requirements.
Cross-Functional Collaboration
- Coordinate actively with internal teamsincluding Sales, Implementation, RFX, Tech, Legal, and Contractsto ensure timely completion of support activities.
- Facilitate smooth communication between sales support and other departments to resolve issues and align on shared goals.
Stakeholder Management
- Maintain strong relationships with key stakeholders across departments to ensure alignment and trust.
- Communicate updates and expectations clearly, managing stakeholder concerns and setting realistic timelines.
- Represent the sales support team in meetings and planning sessions to advocate for team needs and priorities.
Qualifications
- Must be a bachelor's degree holder
- Must have knowledge and experience in end-to-end sales operations work or any similar sales support work
- Must have at least 2 years of proven leadership or supervisory experience in multiple functional areas and business streams
- Must have a keen eye for details and the ability to manage data with accuracy and completeness
- Must have excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the organization
- Must be dynamic or capable of balancing multiple priorities in various work areas
- Must be willing to work night shift
- Intermediate to advance skills in MS Excel
- Proficiency in MS Office suite and web-based applications
- Familiarity in sales commission platform (nice-to-have)
- Working knowledge in CRM platform or equivalent e.g. Oracle-based CRM, Salesforce
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
Internal Hiring Requirements
- Must be in current role for 1 year
- Must not have received any Disciplinary Action within the past 12 months
- Must not have any Attendance and Punctuality issues in the past 12 months
