Operations, Sales Team Leader CX Operations

Operations, Sales Team Leader CX Operations

Position overview:

As an Outbound Sales Team Leader, you drive aggressive revenue growth by leading a high-performing team in a fast-paced, quota-driven environment. You are responsible for overseeing high-volume prospecting, strategic outreach, and sophisticated deal-closing strategies. Your role is centered on maximizing lead conversion, managing sales pipelines, and fostering a relentless culture of revenue accountability.

Key responsibilities

• Proactively manage and drive team achievement of outbound sales KPIs, specifically focusing on Close Rate, Conversion Rate, Outbound Contact Rate, and Revenue/Annual Contract Value (ACV)
• Execute strategic outreach planning and pipeline management to maximize lead conversion and ensure consistent sales growth
• Deliver high-impact coaching sessions focused on objection handling, consultative selling techniques, and advanced negotiation to improve deal-closing capabilities
• Support new hire onboarding and nesting programs to accomplish expected time-to-productivity
• Ensure team stays current on program updates, system and process changes, promotional offers, and product changes
• Manage operational and administrative tasks including performance reporting and analytics, time and attendance tracking, absence management, and other account-specific requirements
• Drive adoption of technology, automation, and AI tools that enhance operational efficiency, reduce manual tasks, and improve overall team productivity
• Lead and develop a high-performing, highly engaged team, providing guidance, support, and mentorship

Requirements & Core Competencies:

• B2B & B2C Proven experience
• Schedule flexibility.
• Motivational techniques & Critical thinking
• Sales & Retention Experience
• Understanding of the Home Protection Plans in the US market
• Strategic Sales Execution
• Revenue Accountability
• Consultative Influence
• Resilient Performance Culture

Leadership Competencies:

• Sales Strategy Execution
• Driving High-Performance Sales Cultures
• Negotiation Leadership
• Data-Driven Deal Optimization

Functional competencies:

• Expertise in outbound sales methodologies, lead management, and CRM utilization
• Advanced proficiency in sales metrics, including Conversion, Close Rate, and Right Party Contact (RPC)
• Proven capability in high-impact sales coaching for objection handling and advanced negotiation
• Ability to manage rapid, high-pressure environments focused on strict quota attainment
• Strong analytical ability to interpret leading sales indicators and adjust strategy in real-time

Qualifications

• 1+ years of experience in operations, operations support or related roles
• Bachelor’s degree in Business Administration, Operations Management, or related field is preferred
• Relevant certifications are a plus
• B2+ oral and written English; additional languages based on account requirements

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.