Team Leader - Sales (French)

About the position

We are seeking a Sales Team Leader to guide a team of high-performing agents in delivering outstanding results. You will be responsible for daily team management, coaching, and motivating agents to achieve sales targets and ensure consistent delivery of a superior customer experience. This role also serves as a key connection between frontline agents and company leadership, helping to drive communication, process improvements, and business success.

Responsibilities

• Supervise daily operations of the phone sales team, ensuring agents are meeting or exceeding KPIs related to sales, quality, and productivity.
• Provide guidance and leadership to a team of 15–20 agents, acting as a mentor and motivator.
• Drive a high-performance culture through coaching, recognition, and development.
• Conduct side-by-side coaching, call monitoring, and regular feedback sessions.
• Develop and execute performance improvement plans for underperforming agents.
• Identify skill gaps and provide ongoing training and support to enhance team capabilities.
• Manage real-time floor activity, schedule adherence, and issue resolution.
• Compile and analyze team performance reports and share insights with leadership.
• Ensure proper use of CRM tools, scripts, and call handling procedures.
• Foster an inclusive and motivating environment where team members feel supported and empowered.
• Act as a liaison between frontline staff and leadership, ensuring information flows both ways.
• Champion a 'People First' mindset, promoting trust, collaboration, and professional growth.
• Offer feedback and suggestions for process and product improvement based on customer and agent input.
• Participate in hiring, onboarding, and training of new agents to ensure a strong team foundation.
• Support HR processes such as performance evaluations, promotions, and disciplinary actions when necessary.

Requirements

• Fluency in both French and English is required.
• Minimum 1–2 years of experience in a sales team lead or supervisory role, preferably in a BPO or contact center environment.
• Strong understanding of sales strategies, customer service, and performance metrics.
• Proven ability to coach and develop team members to meet and exceed goals.
• Excellent communication, interpersonal, and conflict-resolution skills.
• High attention to detail and strong problem-solving ability.
• Proficient in CRM platforms, reporting tools, and call monitoring systems.
• Able to work flexible hours, including evenings, weekends, or holidays as needed.

Nice-to-haves

• Confident and assertive leadership style.
• Strong written and verbal communication.
• Versatile and adaptable to change.
• Analytical and logical thinker.
• Integrity, trustworthiness, and emotional intelligence.
• Passion for continuous improvement and team development.
• Ability to foster a collaborative and inclusive work environment.

Benefits

• Competitive industry salaries.
• Comprehensive benefits packages.
• Commitment to a People First culture.
• Opportunities for internal mobility and professional growth.