Sales Team Leader Job at Helpware (Guadalajara)

Sales Team Leader

Helpware

Location:
Mexico , Guadalajara

Category:
Sales

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. Our Guadalajara, Mexico Team is growing and we're looking for Sales Development Representatives to join our Helpware team.

Job Responsibility:

Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner
Provides continual evaluation of process and procedures
Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers
Provides statistical and performance feedback and coaching daily to each team member
Be always available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
Ensure to write and administer performance reviews for skills improvement
Manage nesting agents to ensure proper performance before moving to the operations floor
Incorporate performance intervention to accelerate learning
Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and metrics
Assist Operations Manager to resolve customer complaints and issues
Handling employee related issues and monitoring transaction
Monitor Team performance in terms of e.g. NPS, CSAT, FCR, Adherence, and Attrition etc
Ensure that employees adhere to the company's policies, procedures, guidelines, rules and work
Manage the fair and consistent application of performance management and disciplinary measures as necessary

Requirements:

Bachelor’s degree in any field preferred
Sales Experience
Team management experience at least one year preferred
Minimum of 2 years’ experience within a contact center environment as a Team Leader
Experience within customer services, inbound and outbound projects preferred
Excellent leadership and communication skills
Strong coaching and people-development skills through call listening, quality feedback, etc.
Google suit (Gmail, slides and spreadsheets) and MS Office knowledge preferred
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Creative thinking
Full Time availability
Availability to work from Site

Additional Information:

Job Posted:
January 05, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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