CX Team Lead

Position Summary

The Sales Supervisor is responsible for driving team performance by leading a group of Inbound Sales Representatives selling telecommunications products and services, including mobile (wireless), high-speed internet, and video/entertainment solutions. This role focuses on ensuring successful bundling to maximize customer value.

The Sales Supervisor operates in a high-volume, quota-driven environment and is accountable for achieving team sales targets, coaching and developing representatives, and building a high-performing sales culture. This role combines hands-on sales leadership, performance management, and talent development. The Sales Supervisor is also expected to spend a portion of their time actively selling to customers to maintain product expertise, reinforce sales best practices, and model expected behaviors for the team.

Responsibilities

Lead, motivate, and manage a team of Inside Sales Representatives to achieve and exceed monthly and quarterly sales targets

Monitor individual and team performance metrics including units sold, upgrades, conversion rates, and revenue attainment

Conduct regular performance reviews, one-on-one coaching sessions, and team meetings

Identify performance gaps and implement targeted coaching and improvement plans

Foster a high-energy, competitive, and customer-focused team environment

Support team members in handling complex customer interactions and objection handling

Analyze sales data and trends to optimize performance and improve results

Provide ongoing coaching on product knowledge, sales techniques, and customer engagement

Drive employee engagement, retention, and career development

Dedicate a portion of time to direct selling activities, including engaging with customers, closing sales, and supporting peak volume periods

Ensure accurate CRM usage and reporting of sales activities and customer interactions

Maintain compliance with company policies, procedures, and sales practices

Qualifications - Preferred

3+ years of sales experience, with at least 1 year in a leadership, supervisory, or team lead role

Demonstrated ability to meet or exceed team sales quotas

Strong leadership, coaching, and team development skills

Excellent communication, interpersonal, and problem-solving abilities

Ability to perform effectively in a fast-paced, performance-driven environment

Basic computer proficiency and ability to navigate CRM systems

Compensation:

Compensation includes a base salary plus uncapped commission and/or team-based incentives. Earnings are tied to both individual contributions and team performance, including achievement of sales targets, revenue goals, and key performance metrics.

Work Environment

This role operates in an inside sales contact center environment based onsite. The position requires extended periods of sitting, frequent computer use, and handling a high volume of customer interactions. The Team Lead is expected to be highly visible and accessible to support their team throughout the day.

Performance Expectations

•Achievement of team monthly and quarterly sales quotas

•Strong performance in wireless product sales metrics

•Consistent conversion of leads to closed sales

•High level of customer satisfaction and professionalism

•Demonstrated improvement in individual rep performance through coaching

•Successful hiring, onboarding, and retention of top sales talent