Sales Support Team Lead

About the Role

The Team Lead works with Sales Support Team Representatives to elevate sales support and customer resolution, ensuring expectations are exceeded. Responsibilities include real‑time performance oversight, metric reporting, and guiding the team to achieve top performance levels. Although the role has no direct supervisory authority, the Team Lead provides guidance, coaching, and feedback to representatives and steps in as acting supervisor when needed. This support extends to training new hires and assisting with escalated customer calls. • Provide daily guidance and assistance to Sales Support Team Representatives. • Handle escalated customer issues, deviating from standard procedures when necessary. • Close the loop with clients to improve the customer experience. • Oversee real‑time site performance, queue management, and inbound requests to meet SLA metrics. • Act as liaison between Sales, client locations, and internal departments to ensure timelines and deliverables. • Distribute, monitor, and ensure completion of assignments. • Monitor interactions and deliver feedback/training to exceed quality standards. • Expedite sensitive operational issues with internal teams, markets, and third‑party vendors. • Serve as acting supervisor during supervisor’s absence. • Assist with agent coaching and communicate process updates. • Conduct team meetings to review metrics and quality performance. • Make independent decisions when needed and inform supervisors as appropriate. • Maintain proficiency in Sales Support functions and assist with high‑volume customer inquiries. • Support training of new hires on knowledge‑based systems. • Perform administrative duties and participate in departmental initiatives. • Maintain high performance ratings and have no disciplinary actions in the past 180 days.

Key Responsibilities

• ▸performance oversight
• ▸queue management
• ▸sla monitoring
• ▸client liaison
• ▸team coaching
• ▸metric reporting

What You Bring

Candidates may need a REAL ID or TSA‑approved alternative for travel or federal property access. WM emphasizes a people‑first culture, investing in employee growth, stability, and a sustainable future. • Require 4+ years call‑center experience, including 12 months as a WM Project Services representative. • Demonstrate supervisory/management skills, prioritize work, and cross‑train team members. • Proficient with call‑center technology and MS Office (Word, Outlook, Excel). • Exhibit strong verbal, written, analytical, and customer‑focus abilities. • Effectively resolve problems, manage pressure, and adapt to frequent changes.

Requirements

• ▸call‑center
• ▸supervisory
• ▸ms office
• ▸customer‑focus
• ▸problem solving
• ▸real id

Benefits

The position is based in an office setting in Windsor, CT, with a starting pay estimate of $25.50 per hour, subject to experience and location factors. WM offers a competitive total compensation package that includes medical, dental, vision, life insurance, short‑term disability, a stock purchase plan, 401(k) match, and paid time off. • Provide comprehensive benefits: medical, dental, vision, life insurance, short‑term disability, stock purchase plan, 401(k) match, and paid vacation/holidays/personal days.

Work Environment

Office Full-Time