Call Center Team Lead

Aroma360 is a boutique Scent Marketing and Branding company that specializes in providing the highest-quality essential oil-based scenting solutions to businesses and individuals all around the world. As the only full-service scent company, Aroma360 guides clients from concept and development to strategic implementation while priding themselves on exceptional customer service every step of the way. Aroma360 is continuously raising the bar for healthy scenting solutions in the industry!

Position Overview: The Call Center Sales Team Lead supervises, motivates, and guides a team of sales representatives in a call center environment. This role ensures the team meets sales targets, maintains high customer satisfaction levels, and adheres to company policies and procedures. The Team Lead will provide ongoing training, support, and feedback to team members to enhance their performance and professional development.

Key Responsibilities

Team Supervision and Leadership:

• Lead, mentor, and motivate a team of sales representatives to achieve individual and team sales goals.
• Monitor daily activities of the team, ensuring compliance with company policies and procedures.
• Conduct regular team meetings to provide updates, share best practices, and address any issues.

Performance Management

• Set clear performance expectations and objectives for team members.
• Track and analyze team performance metrics, providing regular feedback and coaching.
• Implement strategies to improve sales performance and productivity.
• Conduct performance reviews and appraisals, identifying areas for improvement and development.

Sales Strategy And Execution

• Develop and implement effective sales strategies to drive revenue growth.
• Collaborate with the Sales Manager to set sales targets and develop action plans.
• Ensure the team consistently follows the sales process and uses approved sales techniques.

Training And Development

• Provide ongoing training and development opportunities for team members.
• Identify skill gaps and organize training sessions to address them.

Customer Relationship Management

• Ensure the team provides excellent customer service and maintains high customer satisfaction levels.
• Handle escalated customer issues and complaints, providing resolutions on time.
• Monitor customer interactions to ensure adherence to quality standards and sales scripts.

Reporting And Analysis

• Prepare and present regular reports on team performance, sales activities, and market trends.
• Analyze sales data to identify trends, opportunities, and areas for improvement.
• Provide actionable insights and recommendations to the Sales Manager.

Administrative Duties

• Maintain accurate records of sales activities, customer interactions, and team performance.
• Ensure the team adheres to all compliance and regulatory requirements.
• Assist with scheduling and workforce planning to ensure adequate coverage.

Qualifications

• Education: Bachelor’s degree in Business, Marketing, or a related field (preferred).
• Experience: Minimum of 3-5 years of experience in a call center sales environment, with at least 2 years in a supervisory or team lead role.

Skills

• Strong leadership and motivational skills.
• Excellent communication and interpersonal skills.
• Proven track record of meeting or exceeding sales targets.
• Ability to analyze data and make data-driven decisions.
• Proficient in using CRM software and other sales tools.
• Strong problem-solving and conflict resolution skills.

Attributes

• Results-oriented with a strong focus on achieving goals.
• Ability to work under pressure and manage multiple priorities.
• High level of integrity and professionalism.

Compensation & Benefits

• Salary: $55K to $65K + commission (Potential earning $85K-$100K+ based on team sales revenue)
• Health insurance: Medical, Dental, and Vision
• 401K and Life Insurance
• PTO

Our organization is an equal opportunity employer and does not discriminate against any candidate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally protected characteristics. We are committed to promoting diversity, equity, and inclusion in our workplace and welcome candidates from all backgrounds to apply for any open positions.