Team Leader Operations- Sales

Job Description: Team Manager –Consumer Store Sales

Location: Gurugram

Experience: 4-8 years of overall experience in Sales, Customer Success

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role Overview

The Team Manager is responsible for leading a team of Sales Advisors supporting the Consumer Store business. The role focuses on driving revenue growth, improving customer experience, developing talent, and ensuring delivery of key business metrics across sales, quality, productivity, and customer satisfaction.

The ideal candidate is a people-first leader with strong sales acumen, coaching capabilities, and a proven track record of leading high-performing teams in a fast-paced sales environment.

Role and Key responsibilities:

Sales Leadership & Business Performance

• Lead a team of Sales Advisors to achieve and exceed revenue, conversion, and productivity targets.
• Drive performance across key sales metrics including Revenue, Conversion Rate (CR%), Average Order Value (AOV), Units Per Transaction (UPT), and Attach Rate.
• Monitor daily, weekly, and monthly business performance and implement corrective actions where required.
• Ensure effective execution of upselling and cross-selling strategies across process consumer product portfolio.

 Team Management & Coaching

• Conduct regular coaching sessions, performance reviews, and development discussions.
• Build a high-performance culture through recognition, accountability, and continuous feedback.
• Develop frontline talent and create succession pipelines for future leadership roles.
• Support onboarding, nesting, and certification of new hires.

 Customer Experience Excellence

• Ensure delivery of a premium customer experience aligned with process standards.
• Drive improvements in customer satisfaction (CSAT), quality scores, and customer retention.
• Analyze customer feedback and implement improvement plans.

 Operational Governance

• Manage attendance, adherence, productivity, and workforce planning requirements.
• Conduct regular business reviews and performance calibration sessions.
• Ensure compliance with process policies, data privacy requirements, and operational processes.
• Partner with Quality, Training, WFM, HR, and Operations leadership to drive business outcomes.

 Stakeholder Management

• Collaborate with process stakeholders and internal support teams on business initiatives.
• Present performance updates, risks, opportunities, and action plans during governance reviews.
• Support business transformation, process improvement, and sales excellence initiatives.

 Key Performance Indicators (KPIs)

• Revenue Achievement
• Conversion Rate (CR%)
• Average Order Value (AOV)
• Units Per Transaction (UPT)
• Attach Rate
• Customer Satisfaction (CSAT)
• Quality Scores
• Team Productivity
• Attrition & Retention
• Attendance and Adherence
• Employee Engagement
• Coaching Effectiveness

 Key Skills and knowledge:

 Experience

• 4-8 years of overall experience in Sales, Customer Success, Retail, E-commerce, or Consumer Technology.
• Minimum 2 years of people management experience in a sales environment.
• Proven experience managing revenue-driven teams and delivering business results.

 Preferred Skills:

• Experience supporting process, technology, consumer electronics, or retail sales businesses.
• Strong sales leadership and coaching capabilities.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Experience managing KPIs, dashboards, and business reviews.
• Ability to drive change and influence cross-functional teams.
• Knowledge of process products including Surface, Windows, MS Office 365, Xbox, and Accessories.
• Experience with CRM platforms such as Salesforce or Dynamics 365.
• Six Sigma, Lean, or sales leadership certifications preferred.

 Leadership Competencies:

• Customer Obsession
• Results Orientation
• People Development
• Strategic Thinking
• Coaching & Mentoring
• Data-Driven Decision Making
• Cross-Functional Collaboration
• Operational Excellence
• Change Leadership

 Educational Qualification: Graduate