Team Lead - PL

1. Job Title : TL-Sales & Support 2. Job Summary : This hybrid role is tailored for an experienced team lead in sales and support who uses strong MS Excel expertise to drive data informed decisions and sustain high customer satisfaction across day shift operations. The role focuses on guiding a high performing team optimizing sales funnels enhancing support quality and aligning daily activities with organizational growth and ethical business outcomes while operating without travel requirements. 3. Experience : 3 - 5 years 4. Required Skills : Technical Skills: MS Excel Domain Skills: 5. Nice to have skills : Domain Skills:3G 6. Technology : Custom Service 7. Shift : Day 8. Responsibilities : -Lead a hybrid sales and support team to consistently achieve defined revenue retention and customer satisfaction targets within the designated day shift schedule. -Oversee daily queue management for incoming sales inquiries and support requests to ensure timely responses and balanced workload allocation across all team members. -Drive the use of advanced MS Excel reports and dashboards to track sales performance support metrics and conversion trends that inform tactical decisions. -Guide team members in handling complex customer scenarios by providing clear escalation paths practical coaching and hands on support for resolution. -Coordinate closely with internal stakeholders in sales support operations and finance to align funnel activities with broader business priorities and compliance requirements. -Monitor call quality email responses and digital interaction standards to maintain a consistent empathetic and solution driven customer experience. -Implement structured feedback loops using Excel based analysis to identify process gaps training needs and opportunities for improving first contact resolution. -Prepare detailed weekly and monthly Excel reports that summarize sales pipeline health support case trends and key performance indicators for management review. -Optimize hybrid work practices within the team by organizing clear routines communication rhythms and performance expectations that sustain productivity and collaboration. -Encourage optional use of any prior exposure to 3G domain knowledge to better understand customer environments and translate technical contexts into meaningful business discussions. -Develop and maintain standard operating procedures for sales and support activities to ensure consistent handling of requests and adherence to company policies. -Coordinate structured day shift schedules and backup plans so that customer coverage remains stable during peak demand and planned absences. -Track and report on the impact of team activities on company growth by quantifying incremental revenue reduced churn and improved customer loyalty through accurate Excel based measurement. -Qualifications -Showcase three to five years of hands on experience in combined sales and customer support environments with measurable impact on revenue generation and customer satisfaction. -Demonstrate advanced proficiency in MS Excel including formulas pivot tables basic macros and data visualization techniques used for monitoring sales funnels and support performance. -Apply clear verbal and written communication skills to explain complex information to customers and colleagues in a simple empathetic and actionable manner. -Exhibit proven experience in guiding or mentoring small teams in sales or support settings with a focus on coaching feedback and continuous performance improvement. -Utilize analytical thinking and structured problem solving skills to identify root causes of recurring customer issues and propose practical process enhancements. -Leverage any understanding of 3G or adjacent telecommunications domains as a beneficial asset to better grasp customer use cases and industry specific challenges when relevant. -Adapt effectively to hybrid work conditions by using digital collaboration tools time management practices and self organization to meet or exceed agreed performance goals. 9. Job Location : Primary Location :BRSPSAOA05(BPBRA Sao Paulo SP-Avenida das COG) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : TL-Sales & Support [65OA19] 11. Demand Requires Travel? : No 12. Certifications Required : None