Careers At HGS

Team Leader - Sales

Job Code : HGS/789

Job Description


 The Sales Team Leader provides leadership, supervision, training and guidance while overseeing the day to day operations of Customer/Technical Relations Associates.  As a member of a diverse team of people leaders the incumbent will manage team performance and follow best practice standards to achieve and exceed service levels and core client and company objectives. 


 Lead, coach and develop a team of Sales associates in all areas related to work performance/career development to enhance performance

·         Influence positive employee morale through effective communication and identification of issues

·         Analyze regular statistical reports to track and trend performance and translate analysis into meaningful coaching opportunities for employees

·         Proactively propose improvements to the work environment, with particular emphasis on productivity, quality, execution, and team member growth

·         Apply a collaborative style of coaching to foster employee ownership of performance enhancements and operational key drivers

·         Identify and coordinate, with HR and/or Training, additional education as required to improve CRA/TRA skill or competency

·         Make autonomous decisions that relate to the operation and employee issues. Escalate to Senior Leadership and/or HR as appropriate

·         Liaise with Leadership Teams, peer Team Leaders and Corporate groups as part of committees and results teams

·         Reinforce positive behaviour through appropriate recognition

·         Prepare and facilitate effective team meetings

·         Encourage creativity, initiative and a positive attitude

·         Support corporate initiatives

·         Perform current/primary job position requirements when not in Designate Team Leader role

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.


High School diploma or equivalent

Minimum of 3 months CRA/TRA phone experience on particular client program

Proven ability coaching and motivating employees in a results-driven environment

·         Ability to effectively handle customer escalations in a positive, effective manner

·         Exceptional negotiation skills

·         Demonstrated ability to adapt quickly and lead effectively in a changing environment

 Ability to develop and maintain highly effective relationships

·         Possess strong written and verbal communication skills

·         Strong conceptual and analytical skills

·         Aptitude for turning knowledge into innovative strategies and solutions

·         Strong time management and multitasking skills

·         Possess solid decision making and influencing skills based on facts or sound judgment

·         Strong organizational and interpersonal skills

·         Solid knowledge of Excel, PowerPoint and Word

·         Able to work in a 24 hour a day, 365 days per year environment

·         Satisfactory criminal record check

·         Previous experience leading a team of direct reports is considered an asset

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