Eastwood | Operations Supervisor - GCF

Position Summary:

An energetic, highly self-motivated Sales Leader who enjoys making a difference, being part of a team and takes pride in their career to work in a fast-paced office. This role will be responsible for ensuring the sales operation is meeting/exceeding targets, goals and operational KPIs with ownership of all content and content delivery systems for the sales team. This includes both Consumer and B2B environments. This position is responsible for supporting frontline (customer facing) advocates by handling consult calls, escalations, team supervision and other related duties.

Overall Responsibilities:

• Oversee and supervise a team of advocates.
• Attend required training session for new information and training updates.
• Drive a winning Sales Culture across the operation resulting in a collaborative & motivated team able to drive performance & meet/exceed goals
• Track sales performance in line with required cadence and identify and implement required corrective action plans to ensure our sales business is meeting/exceeding targets
• Present business reviews with Microsoft in line with required cadence, sharing sales performance insights
• Partner with operational team leads, Trainers, Coaches and SMEs to capture customer insight from all inbound sales leads, and share with Microsoft
• Continually review individual sales agent performance by channel to optimize agent performance
• Identify and manage sales leads through nurture function to further contribute to KPIs
• Partner with Trainers and Coaches to identify agents who require development and build & implement corrective improvement plans, identify top performers for building best practices shared across the whole team
• Partner with Trainers and Coaches as well as Microsoft to ensure sales training is delivered effectively across all agents and SMEs
• Support delivery of sales methodologies into all sales coaching functions
• Manage delivery of content to appropriate audience through appropriate delivery system
• Adjust or create content when needed to address appropriate audiences
• Coordinate with Trainers and Coaches to ensure new content/information is incorporated into Quality measures and Training plans
• Design and implement agent incentive model (aligned with P4P model and budget) to drive required agent sales behaviour (engaging with Microsoft when appropriate)
• Coordinate with management to ensure timely dissemination of information/process changes to team
• Ensure Sales teams have access to the content, promotional, product or campaign details needed to be successful in their role
• Change agent – someone who can drive the evolution of the Sales site culture, thereby becoming a leader who people want to follow Acquire and transfer to the team the knowledge of all tools and associated workflow processes
• Assist in developing and streamlining procedures
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Assist agents with customer interaction on situations requiring special handling
• Ensure open flow of communication between agents, supervisors and management.
• Ensure uniform understanding and adherence to policies, procedures and company programs.
• Supervise and monitor agent attendance, performance and productivity
• Prepare and ensure accuracy of reports.
• Conduct employee briefings and meetings.
• Monitor system performance and initiate actions to correct system problems.
• Conduct agent observation and provide feedback.
• Assist in the development and tracking of employee incentive programs.
• Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
• Perform other duties as assigned.

Additional Responsibilities for Business to Business:

• Responsible to manage both Direct Sales and Lead Generation motions
• Identify and manage sales leads through nurture function to further contribute to sales growth and ongoing relationships with customers maintaining positive KPI's

Job Requirements:

Knowledge, Skills and Abilities:

• Experience with Microsoft Office products
• Documented evidence of advanced training in coaching or leadership
• Minimum 1 year customer support or service experience for B2B roles required, 6 months customer support or service experience for B2C roles required.
• At least 1 year proven track record in leading a team of Sales advocates and familiar with coaching people on sales objections and drive positive outcomes in a sales, retail or marketing environment
• Must have excellent English skills (C1)  to communicate with Microsoft stakeholders, plus at least another language that the advocates support (if international environment)
• High tolerance to work in a dynamic high-pressured environment, steady under pressure and able to control pressurized situations
• Passion and drive lead a team of diverse Sales advocates to achieve positive business outcomes and work to a common goal
• Proven ability to work with a diverse group of frontline advocates who will support customers in an authentic, positive manner, excited about Microsoft products and services
• Strong ability to coach and role model for the wider team
• Believes in positive reinforcement for performance management and track record of leading a diverse team to drive growth and business impact
• Ability to communicate eloquently with Microsoft at various levels and act as a support function to site management such as coaches, team leads
• Passionate about Microsoft products and able to convey that passion to others
• Strong in using data to drive insight and present a story to business stakeholders
• Strong ability to understand industry and market trends and proven track record to be able to respond to change with flexibility to change strategy
• Strategic thinking, change & Innovation focused
• People manager with the ability to energize individuals and generate a collaborative, sales-focused team dynamic
• Strong ability to identify areas of opportunity (performance gaps, training needs, etc.) to drive business KPI's
• Proven track record to set up performance management system through positive rewards, coaching and role modelling the right behavior
• For B2B Only:  Familiarity with broad business customer, industry challenges, and ability to assist teams to uncover specific client pain-points & develop relevant solutions
• High tolerance to work in a dynamic high-pressured environment, steady under pressure and able to control pressurized situations
• Quick learner and able to relate new learnings to others
• Ability to create an environment that can adopt to the changing pace of the business, ability to manage the operational floor in an organized fashion an remain calm during times of high pressure or volume
• Positive, growth mindset, believing in finding the right solution in a positive and proactive manner
• Experience of managing and motivating a sales and/or lead generation teams
• Proven track record of applying data analytics, focused on trends, sales growth, or performance management and therefore highly skilled in conducting needs analysis and devising custom learning solutions
• Strong Cultural awareness for selling market
• Good understanding of Applications, CRM/Sales Tools
• Desired to have had active experience with Gamification tools and methods, bringing fun and creative ideas to the selling environment
• For B2B:

• • Proven inbound and/or outbound commercial sales management experience
  • Able to demonstrate your ability to identify, qualify and generate ideas through extensive prospecting and research
  • Ability to lead a team of account managers to be their best performance
  • Committed to self-development, thriving on a challenge and presenting a positive and professional attitude at all times

• An assertive, well-organized self-starter with demonstrated sales experience 
• A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems 
• A detail-oriented professional with exceptional written and verbal communication skills 

• Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
• Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service 
• Demonstrate behaviors that support high quality standards
• Recognize trends and escalate information as appropriate
• Problem solving skills; linear and troubleshooting
• Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied
• Proven track record of success to motive sales/service professionals and exceed performance metrics
• Present information effectively and persuasively across various communication channels
• Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status quo.
• Tolerate stressful situations well
• Project a positive and professional image