Team Leader for Outbound Sales

Job Description:

Purpose of the Position

The TEAM LEADER – BlueCube PH, will lead our outbound sales and lead generation team. In this role, you will be responsible for managing a team of call center agents, driving performance, and optimizing outbound sales campaigns. You will ensure the achievement of individual and team sales targets, maintain high-quality customer interactions, and implement strategies to generate qualified leads and boost conversion rates.

Education and Experience Preferences

• Bachelor’s Degree recommended but not required
• Minimum of 1-2 years of previous management experience; preferably in a call center or fast paced high volume environment
• Experience managing a team of 15-20 associates
• Previous management experience in a outbound sales and lead generation program is required
• Proven experience with coaching & performance management, decision making, driving results, and interviewing
• Excellent verbal and written communication skills
• Ability to work flexible schedules to include nights, weekends, and/or holidays
• Familiarity with technology, including general business tools such as e-mail, MS Word and Excel, as well as collection-specific or customer service systems

Duties and Responsibilities

• Supervise, coach, and mentor a team of outbound sales agents to achieve daily, weekly, and monthly performance goals.
• Monitor outbound calling activities to ensure adherence to scripts, compliance standards, and sales best practices.
• Analyze campaign performance data and agent metrics to identify trends and opportunities for improvement.
• Provide ongoing training and development to enhance team skills, product knowledge, and objection handling.
• Conduct regular performance evaluations, provide feedback, and implement performance improvement plans as needed.
• Collaborate with sales, marketing, and operations teams to align outbound strategies and lead generation initiatives.
• Create and maintain reports on lead conversion, call quality, agent productivity, and campaign effectiveness.
• Ensure accurate CRM documentation and data integrity across all outbound sales interactions.
• Handle escalated calls or complex issues to ensure customer satisfaction and appropriate resolution.
• Support hiring, onboarding, and workforce planning for the outbound call center team.
  • Develop and assist staff to drive performance to meet or exceed key performance indicators (KPI’s), revenue goals, quality/compliance standards, as well as being compliant with client and company requirements and expectations.
  • Coach and train staff through call monitoring that is completed remote or side by side and provide effective feedback.
  • Responsible for managing their team and executing in the following areas related to Customer Experience

• Call Monitoring Requirements that will be set based on internal and client expectations
• Net Promoter Score Results at the team and individual level as required by the clients
• Quality Assurance and Compliance Scorecard Results as established by internal and client expectations
  • Monitor to ensure staffing levels are in line with expectations, and partner with the Manager or Director of Operations as soon as trends are recognized.  This includes the following:

• Managing staff PTO to ensure there is appropriate coverage at all times
• Schedule Adherence
• Availability and agent/team productivity
  • Assist employees in developing and being able to execute exceptional negotiation skills by utilizing all available company tools as well as one on one and group sessions.
  • Provide input for development as well as ensure the tactical execution of the following areas (as a minimum):

• Process Improvements with focus on operational efficiency
• Client Expectations
• Process Controls
• Performance Management and administering performance appraisals
• Make recommendations for pay increases, promotions, and terminations
• Incentive and Compensation Plans
• Development of staff
• Cross Functional Relationships
  • Review existing daily reports as provided to you by support or operations management.  Analyze and develop action plans for your associates based on these reports; coach and train associates to meet and exceed expectations as outlined in those action plans.
  • Complete any reports, including call production, accounts worked, payroll, attendance, contest participation or other internal paperwork accurately and on time.
  • Ensure that client requirements regarding portfolio management, work standards, settlements, and other special handling are met.
  • Participate in client site visits as required.
  • Other duties and responsibilities as assigned by their Operations Manager or Director.
  • Serve as a positive role model and mentor to staff, creating a positive environment and promoting the CBE Culture by living out the values and developing your staff to do the same.
  • The Company reserves the right to change or assign other duties to this position as appropriate.
  • Must be able to perform the essential job duties of the position.  Reasonable accommodations will be provided to qualified individuals with disabilities.
  • Must be able to remain in a stationary seated position up to 85% of the work shift.
  • Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
  • Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
  • Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.

Accountability/Measurement

• Revenues and Profit Contribution by Portfolio

• Measurement: 
  • Profit contribution
  • Audit performance (Internal / external)
  • Staff Turnover
  • Compliance
  • Other measurements as developed and approved

• Organization
  • Measurement
    • Positive image with clients and community
    • Positive image with vendors
    • Positive image with prospective clients
    • Positive image with staff
    • Good working relationship with other CBE personnel in other divisions and subsidiaries
• Client
  • Team sales and lead generation conversion rates
  • Agent call quality scores and adherence to scripts
  • Average calls per agent per day
  • Appointment setting and demo scheduling rates
  • CRM data accuracy and completeness

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.