Team Leader Manager – Telesales

Jobtailor; Lille; Sur place; EUR 52 000 - 78 000; Plein temps

Résumé du poste

Jobtailor Lille is seeking an experienced Production Operations Manager to supervise and coach production teams, oversee scheduling, and monitor KPIs to drive quality and performance.

You will implement action plans, lead upskilling initiatives, provide regular reporting to management, and collaborate with HR and other departments to ensure smooth operations. English proficiency is a plus and prior leadership in contact center or telesales contexts will help you succeed.

Qualifications

• Strong knowledge of CRM systems and telephony software
• Proficiency in KPIs for customer relations/telesales
• Leadership, active listening and pedagogical skills
• Analytical mindset and responsiveness
• Results-oriented with a focus on customer satisfaction
• Ability to motivate and unite teams
• At least 2 years' experience managing Team Leaders or leading an activity/operations function
• English proficiency is a plus

Responsabilités

• Supervise, support and coach production teams (Team Leaders, support staff and sales advisors) through the implementation and monitoring of managerial routines
• Manage schedules, adherence and workforce planning
• Monitor and analyze client and internal performance indicators (KPIs)
• Implement action plans to optimize performance and service quality
• Ensure team upskilling through training, coaching and individual follow-ups
• Provide regular reporting to management and participate in/lead client governance meetings (Flash production, COPROD, COPIL, COQUALI, COSTRAT)
• Actively participate in recruiting advisors and Team Leaders in direct collaboration with HR
• Collaborate with other departments (HR, IT, Quality, etc.) to ensure smooth operations

Connaissances

Team Leadership

KPI Analysis

CRM Systems

Communication Skills

Staff Coaching

Outils

Genesys

Avaya

Vocalcom

Diabolocom

Description du poste

• Supervise, support and coach production teams (Team Leaders, support staff and sales advisors) through the implementation and monitoring of managerial routines
• Manage schedules, adherence and workforce planning
• Monitor and analyze client and internal performance indicators (KPIs)
• Implement action plans to optimize performance and service quality
• Ensure team upskilling through training, coaching and individual follow-ups
• Provide regular reporting to management and participate in/lead client governance meetings (Flash production, COPROD, COPIL, COQUALI, COSTRAT)
• Actively participate in recruiting advisors and Team Leaders in direct collaboration with HR
• Collaborate with other departments (HR, IT, Quality, etc.) to ensure smooth operations

Requirements

• Strong knowledge and command of CRM systems and telephony software (e.g., Genesys, Avaya, Vocalcom, Diabolocom...)
• Proficiency in KPIs for customer relations/telesales
• Leadership, active listening and pedagogical skills
• Analytical mindset and responsiveness
• Results-oriented with a focus on customer satisfaction
• Ability to motivate and unite teams
• At least 2 years' experience managing Team Leaders or leading an activity/operations function
• English proficiency is a plus

Core Competencies

Demonstrates strong leadership and coaching abilities to enhance team performance and service quality, with a focus on managing KPIs and optimizing operations through effective collaboration and training.

Highest-signal resume keywords

• CRM Systems Proficiency
• Telephony Software Knowledge
• KPI Analysis
• Team Leadership Experience
• Customer Satisfaction Focus

ATS Optimization Keywords

Hard Skills

• KPI Monitoring
• Performance Optimization
• Workforce Planning
• Action Plan Implementation
• Team Upskilling

Soft Skills

• Leadership
• Active Listening
• Pedagogical Skills
• Analytical Mindset
• Motivational Skills

Industry Keywords

• Client Governance Meetings
• Production Teams Management
• Customer Relations
• Telesales

Tools & Technologies

• Genesys
• Avaya
• Vocalcom
• Diabolocom