How does a team leader ensure good coaching, development and team spirit within the Sales team?

A team leader is responsible for coaching, development and team spirit within the sales team. But how does he or she get that done? To clarify that, we spoke with Lex. He is 31 years old, lives in Amsterdam and is a Supervisor within Teleperformance.

He manages 2 sales teams. The Albert Heijn Business to Business team and the Mollie payments team. In the meantime, the Mollie Payments team also helped out on the GGD vaccination phone line. The Albert Heijn Business to Business team consists of six people. Mollie payments’ team is larger, employing about 30 people there.

Coaching

The coaching between the two teams is different. On the Albert Heijn Business to Business team, you will have daily contact with the coach. People like Lex are there to support you on a daily basis. They help you with the right tools and are happy to chat with you. In addition, they ensure that you are in a good mood.

“When we are all in a good mood, the results are also higher. This pretty much goes hand-in-hand.”

On Mollie’s team, most work remotely. This is where you maintain digital contact with each other. Twice daily you and your team have a coaching session. In addition, you will have meetings with your coach several times a week.

"I especially made a lot of personal phone calls to the Sales Agents in addition to the usual 1-on-1 coaching sessions."
Lex Supervisor at Teleperformance

Development

To develop yourself well, you will have a lot of contact with your coach. He or she asks you what you are up against and what you are good at. Based on your input, the coach can best guide you. This also tells Lex:

I focus on my colleague’s strengths. I try to get all the energy out of that, instead of focusing on what is not going so well. I think precisely by making mistakes and learning from them, you experience better development.

Even in lesser times, you can develop yourself. During the Corona pandemic, work for Albert Heijn Business to Business came to a head. At the time, Lex, along with his colleagues, devised a system. This looked at how many “real conversations with people” they had had during their day.

Based on these outcomes, it looked at where the team is currently at. These results were documented and passed along to the Agents. Thus, from a period of stagnation, progress has been made. Furthermore, Agents and coaches are tied to a number of KPIs. Lex himself also got to add another KPI. “I am very excited about ‘First Team Right'(RFT) which comes from the ‘Lean Six Sigma methodology.’

Team spirit

A better team starts with yourself. If you come in with a long face and cranky mood, you are more likely to affect others with it. A positive start to the day really helps you and your team improve team spirit. Lex notices this as well: “They really feel like it and go the extra mile for the Agents. This works incredibly motivating and therefore I experience more motivation with the other Agents”.

Positive energy and a touch of humor are important to us at Teleperformance. You will be working with real people on the phone, so it is important that you make yourself social. Communicating honestly and straight from the heart often works best.

To keep the team spirit good, activities are organized regularly. Together with your team members, you will do fun things. This is where you yourself have an influence. Lex: “I had made a poll where the preference was. Walibi ended up being it”.

Ambitions

Ambitions within the sales team and coaches are high. Getting a little better every day. Lex also shares his ambitions: “We eventually want to grow the Albert Heijn Business to Business team to around 20 people.” The focus is on the things you can influence. You really have to want to go for it.

Do you envision going to work feeling good? A click with your colleagues,earn money and all that with a smile on your face? Want to get better, have a good skillset in people skills and go to work with energy? Then a job as a Sales Agent at Teleperformance is just what you’re looking for.

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