Team Leader - Sales Support

Job Title: Team Leader, Sales Support Reporting To: Manager, Sales SupportDepartment: Sales SupportLocation: North York (High Meadow)Hours of Work: Monday to Friday 1:00PM – 9:00PM Compensation:  $59,564 - $95,302    Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.   The Team Leader, Sales Support will partner with a team of specialized sales support professionals, cross-trained with a unique primary focus. This role works with the department’s front-line supervisor providing training, leadership, and real-time adherence to approximately 17 Sales Support Coordinators, ensuring the department achieves its goals in a timely matter to maximize sales results.     Responsibilities Responsible for overseeing 17 sales support coordinators. Responsible for providing support to the union. Real-time management of the distribution of call volume and workloads for all work streams in communication with the acting supervisor. Ensuring Sales Support Coordinators understand and comply with all call center objectives, performance standards, and policies. Review daily/weekly/monthly reporting to analyze and action team productivity and results. Develops and delivers training sessions. Communicate, provide direction, and support Sales Support Coordinators, complimenting their ability to execute the highest level of customer satisfaction. Support department supervisor and ensure call quality assurance is at high levels by participating in call quality calibration sessions. Process same-day scheduling needs (time off and overtime based on demands and budget). Oversee multiple department email boxes. Oversee the attendance management processes and union compliance procedures. Ensure hours and notices are accurately noted to comply with payroll requirements. Support peers as required on ECFPQA, stimulus programs, Costco, NNRWH etc.   Qualifications Minimum of 3-5 years of sales and service industry leadership/management experience. Experience managing in a unionized environment is preferred. Strong leadership skills with the ability to motivate others. Excellent problem-solving skills Highly motivated to ensure department meets and exceeds targets. Proven interpersonal and verbal/written communication skills, self-motivated, highly organized and detail-oriented. Ability to excel in a demanding; fast paced; work environment while driving towards goals and targets. Strong conflict resolution skills. Proficient in Microsoft Office including Excel with knowledge of creating and updating spreadsheets with formulas. Experience with Avaya, Salesforce and the HVAC industry is an asset. Ability to handle escalated customer issues. Demonstrated ability to make quick decisions without detailed information. Ability to give professional presentations