Manager - Sales Support - US Market - BPO

Manager - Sales Support (US)

POSITION SUMMARY

The Sales Support Manager is responsible for overseeing the entire Sales Support function, providing leadership and strategic direction to the Sales Support Supervisors and their teams. This role involves developing, implementing, and optimizing processes, defining SLAs, and aligning team objectives with company goals and driving continuous improvement in revenue generation and customer satisfaction.

Roles and Responsibilities:

- Lead the Sales Support team of a minimum of 8-20 Supervisors, establishing objectives and performance goals while developing strategic plans to enhance support for our US sales team.

- Define, implement, and monitor SLAs, ensuring consistency across the support function and aligning targets with company standards.

- Develop, document, and standardize operational processes, promoting efficiency, accuracy, and compliance.

- Oversee Sales Support Supervisors and ensure teams meet company goals and performance metrics.

- Conduct regular review sessions with supervisors to assess team performance, providing guidance and strategic adjustments as needed.

- Collaborate with Account Managers and Sales Leaders to align support strategies with overall business objectives.

- Monitor and analyze team performance metrics, providing regular reports to senior leadership on key insights and areas for improvement.

- Lead escalation management, providing guidance on complex or high-priority issues and resolving them in a timely manner.

- Identify and address training needs for Supervisors and Associates, implementing programs to enhance skills and improve service quality.

- Drive continuous improvement projects, adopting best practices and technology solutions to optimize productivity, improve revenue and enhance support.

- Ensure adherence to company policies and provide feedback to senior leadership on emerging trends, challenges, and successes.

- Proven ability to lead and manage high-performance teams, including direct management of supervisors in a sales support/customer support environment.

- Expertise in SLA management, with a strong focus on process standardization, documentation, and enforcement.

- Strategic thinker with the ability to design and implement effective processes and workflows.

- Excellent communication and interpersonal skills.

- Strong analytical and problem-solving skills for data-informed decision-making.

- Proficiency in Microsoft Office and CRM tools.

- Ability to thrive in a fast-paced, results-oriented environment.

- Demonstrated experience in managing escalations and ensuring client satisfaction.

Experience:

- Graduate or Postgraduate 8+ years of experience in a sales support or customer service environment, with at least 2 years in a management or leadership role.

- Excellent written and verbal communication skills in English, with professional and courteous phone etiquette.

- Experience working night shifts and coordinating with international clients.

- Prior experience managing a team and working with metrics-driven performance management.

- Proven track record in team leadership, training development, and process improvement.