Cluster Lead at Teleperformance in TPCA Toronto

Cluster Lead

Location: TPCA Toronto

Join Teleperformance – Where Excellence Meets Opportunity!

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

Utilize advanced support technologies and processes engineered to achieve outstanding results.

We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team!

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Job Description

Advertised as: Cluster Lead

Location: Toronto Office (Eglinton East or The Well, DT Toronto)- Hybrid

Reports to: B2B Sales Supervisor

Contract: Regular, Full-time

Grade: College Diploma / Degree

Travel Requirements: No

For existing vacancy: Yes

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce..

Our Work Culture

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision-making skills

• Progressive work environment- If you have skills to prove we have all ladders for you to grow

• Flexible - We believe in results

• Innovative - All ideas matter

• Inclusive - Everyone is Included and everyone wins

About the job

As a Cluster Lead, you will play a pivotal role in overseeing and managing a group of team leads or clusters within our organization. Your primary responsibility is to ensure the efficient and effective operation of these clusters, contributing to the achievement of the company's goals and objectives. Using your sales, leadership and relationship-building skills, you anticipate how decisions are made, persistently explore and uncover the business needs of key clients, and understand how our range of product offerings can grow their business.

We help clients grow their business with sales at scale by optimizing account performance and growing their investment. As a team leader, you are responsible for growing and developing Sales Strategists focused on both outbound and inbound sales. You will effectively motivate the team to deliver on business quotas while doing what is right for our clients. You will do this by coaching a high-performing team and help them engage with senior internal & external stakeholders. You will be responsible for implementing strategic initiatives to help businesses obtain new heights. You will use your problem solving, business and objection handling skills to get the job done in a fast-paced, high-performing environment.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Develop comprehensive sales strategies to meet corporate sales objectives and productivity targets.

• Deliver business growth, engagement and client satisfaction in inbound operations.

• Analyze market trends, competitor activities, and customer needs to identify business opportunities and recommend strategic actions.

• Lead a team of sales professionals, providing guidance, coaching, and performance feedback to ensure a high-performing sales team.

• Train, and onboard new team members, fostering a positive and growth-oriented work environment

• Oversee the sales process, ensure compliance with company policies and procedures

• Monitor sales activities, track performance against targets, and analyze sales data to identify areas for improvement.

• Communicate sales targets, strategies, and results to executive leadership and relevant stakeholders

• Prepare Weekly/Monthly/Quarterly business reviews and present to client stakeholders.

• Attend all Train the Trainer Sessions delivered by X and support rollout through sales teams.

• Use dashboards to track, optimize, and represent performance to targets along with finding opportunities for improvement.

• Maintain team compliance and understanding of compliance standards.

• Develop and execute weekly, quarterly business plans along with recovery plans when necessary.

• Present dynamic and accountable business reviews weekly.

Job Requirements

• BA/BS degree, preferred MBA or equivalent practical experience.

• 3-4 years of sales experience in technology, and/or internet, general management experience as well as a track record of growing a market

• 2+ years of experience leading a Sales team, including effective coaching, mentoring and team development.

• Experience devising breakthrough plans to achieve, develop and maintain client relationships and accounts.

• Sales leadership - ability to open up and develop successful and long term business opportunities and relationships, to develop and close deals and to build and run a pipeline both directly and through coaching others.

• Analytical Proficiency - able to derive insights from performance data / dashboards and conduct analysis via Excel/Google Sheets.

• Steady performance in Quality Assurance either as a reviewer or through personal experience

• Strong knowledge of X Ads, understanding the synergy between different products, how to translate comprehensive marketing strategies into campaigns, and drive successful results.

• Business leadership - strategic and commercial acumen, proven capability to develop and deliver a joined up business strategy that is dynamic and balances short term delivery with longer term sustainable success.

• People leadership - strong interpersonal skills, ability to identify, attract and develop talent, comfortable and effective operating in a matrix environment, able to drive through influence, collaboration and inspiration not just authority. Strong ability to coach and develop teams in a multicultural environment.

• Strong analytical skills to be able to interrogate performance, develop actionable insights and galvanize action to capture opportunities.

• Experience in leading the call center sales team is a plus.

Benefits & Perks

• Established career path supported by self assessments, virtual training, guided curriculums that allow for vertical and horizontal growth through our multiple lines of business.

• Robust career path with a full development plan Opportunity to grow in organization.

• Paid 2-3 weeks training, 2 weeks accrued leaves.

• Continuous learning through progressive training that is specific to your tenure and skills.

• Competitive salary with incentive programs.

• Positive and supportive environment.

• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Salary

• 80k annually plus performance bonus

Schedule

• Fixed schedule Monday to Friday 9 am to 6 pm.

• Temporary work from office setup, 4 weeks of product training will be on-site.

Location

• Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton & The Well, Downtown Toronto

Diversity, Equity & Inclusion

TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

Please note that we may use artificial intelligence (“AI”) tools to support certain aspects of the recruitment process, such as sourcing candidates, reviewing applications, analyzing resumes, and summarizing interviews. These tools are used to assist our recruitment team in evaluating job-related qualifications and do not replace human judgment or decision-making. Employment decisions are not made solely by automated systems. We take steps designed to help ensure that our use of AI tools is appropriate, fair, and consistent with applicable privacy, human rights, and employment laws.

Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs.

Be One of Our People:
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:
If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.