Sales Development Representative Operations Team Lead
We are seeking a motivated and detail-oriented SDR Operations Team Lead to oversee and optimize our Sales Development Operations. This role is equally split between individual contributions and managerial responsibilities, with five Operations Specialists reporting directly to the Team Lead. You will manage client performance metrics, oversee project execution, and ensure seamless task management through CRM systems.
If you have a collaborative mindset, strong communication skills, and experience with Salesforce and Microsoft Office tools, we’d love to hear from you!
Work Hours: Predominantly US business hours to provide support.
Equipment: Compatible with both Windows and Mac systems.
Key Tools: Proficiency with Salesforce (basic to intermediate) and Microsoft Office tools is non-negotiable. Salesforce experience can include using reports or email/chat support.
Reporting Structure: This role oversees five Operations Specialists.
Key Responsibilities
- Professionally manage client communications via email and video conferencing.
- Provide timely updates and resolutions to ensure high client satisfaction.
- Document business workflows and manage process changes.
- Develop and execute systematic project plans to meet deadlines.
- Investigate and resolve technical issues (e.g., password resets, permission issues).
- Escalate complex or high-priority issues for prompt resolution.
- Triage and manage Salesforce support requests.
- Create, modify, and analyze Salesforce reports.
- Leverage Salesforce tools for task management and client performance tracking.
- Deliver clean, accurate data aligned with client and business needs.
- Analyze data to identify and address failing metrics, including dial-to-connect rates.
- Process Improvement & Automation
- Identify opportunities to optimize workflows and implement automation solutions.
- Act as the Subject Matter Expert (SME) for LaunchQ tools and processes.
- Monitor and optimize Dials-to-Connect (D2C) performance metrics.
- Ensure data accuracy in key reports, including EB (Enterprise Book) and CB (Control Book).
- Manage SDR program performance reporting, campaigns, and metrics.
- Foster trust and communication across teams.
- Mentor and guide five Operations Specialists to ensure performance excellence.
- Provide real-time feedback and resolve conflicts constructively.
- Adapt strategies to evolving priorities and challenges.
- Monitor team performance, resolve obstacles, and motivate team success.
Qualifications
- Bachelor’s degree in Business Administration, Information Systems, or a related field (preferred).
- Strong written and verbal communication skills.
- Proven experience in managing and resolving technical issues.
- Proficiency with Salesforce and Microsoft Office tools.
- Project management skills with attention to timelines and deliverables.
- Advanced data analysis skills and attention to detail.
- Collaborative mindset with the ability to build trust and teamwork.
- Adaptability and resilience in dynamic environments.
Preferred Skills
- Experience in process improvement and automation initiatives.
- Background in customer success, sales operations, or technical support roles.
- Proven ability to handle escalations and manage client relationships effectively.
$12 - $15 an hour
About 1840 & Company
1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.
Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.
We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at jobs.1840andco.com. #LI-NY1
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