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The Team Leader - Solution Center will oversee and drive customer-centric strategies for both Outbound Sales and Inbound Technical Support teams.This role is responsible for delivering exceptional customer experiences, driving revenue growth, and ensuring efficient resolution of technical inquiries.The Team Leader will be accountable for building a high-performing team, optimizing processes, and enhancing customer engagement, positioning TE as a trusted partner in the industry**What your background should look like**:- **Operational Leadership**:- Lead and manage a team of Outbound Sales representatives to drive revenue growth.- Oversee the Inbound Technical Support team, ensuring swift and accurate resolution of customer inquiries.- Foster a high-performance culture, ensuring team alignment with TE's customer-first strategy.- **Continuous Improvement**:- Implement best practices for outbound sales, ensuring consultative selling and value-driven conversations.- Develop strategies to streamline technical support processes, improving resolution times and accuracy.- Use data-driven insights to identify trends, optimize processes, and improve team performance.- **Team Management**:- Coach and develop team leaders and members to enhance performance and career growth.- Recruit and onboard top talent to create a high-performing and inclusive team culture.- **Customer Experience & Engagement**:- Act as an escalation point for complex technical issues and customer concerns.- Ensure outbound sales efforts focus on customer needs, helping drive business growth.- Collaborate with engineering, sales, and customer service teams to enhance customer interactions.- **Metrics and Reporting**:- Monitor key sales and support KPIs, identifying areas for improvement.- Generate reports on sales performance, technical issue resolution, and customer experience metrics.- Provide insights and recommendations to senior leadership based on data analysis.Champion transformation initiatives to improve customer satisfaction and operational efficiencies.**Education/Qualifications**- Bachelor's degree in Business, Engineering, or a related field.MBA preferred.- 5+ years of leadership experience in Sales, Technical support or Customer Service.**Skills & Competencies**- **Sales Expertise**: Strong understanding of outbound sales strategies and execution.- **Technical Aptitude**: Ability to understand and support TE's product portfolio.- **Leadership**: Proven ability to motivate and develop high-performing teams.- **Customer-Centric Mindset**: Passion for enhancing the customer experience.- **Data-Driven Decision Making**: Proficiency in CRM, analytics tools, and process optimization.- **Problem-Solving**: Strong analytical and critical-thinking skills to address challenges.- **Collaboration**: Ability to work in a cross-functional, matrixed organization.**Key Performance Indicators**- Customer Effort Score (CES) & First Contact Resolution- Revenue Growth & Opportunity Conversion- Technical Issue Resolution Efficiency & Accuracy- Employee Engagement & Performance Development- Process Improvement & Operational Efficiency Metrics**Competencies**:- Motivating Others- Building Effective Teams- Managing and Measuring Work- Values: Integrity, Accountability, Inclusion, Innovation, Teamwork- SET : Strategy, Execution, Talent (for managers)
