About Us: Helpware is a people-driven company with offices in the USA, Ukraine, Mexico, and the Philippines. We provide customer service & operational support for modern, like minded companies. Our team of professionals is driven to provide best-in-class service for our partners by leveraging their abilities and utilizing innovative solutions and technologies.

The US SDR Team Lead is responsible for upskilling the SDR Calling Specialists on their team. In this role, you’ll be looking down the microscope at the calling channel identifying red flags and coaching opportunities. As a leader, you will be responsible for creating an environment that facilitates learning and is inclusive to all. You will often be the bridge of communication between multiple parties inside of our internal workflows and are expected to hold a professional standard throughout all interactions. The Team Lead is the keeper of our cold calling craft and is expected to be a motivating, supportive, coach. The Team Lead position is not a client-facing role. 

Supervisory Responsibilities:

The US SDR Team Lead role includes supervising the workflow of up to 15 Sales Development Representatives. They are responsible for the examination and evaluation of the SDR’s performance and have the authority to make decisions surrounding their execution of procedural operations. 

Daily Duties:

• Remain active on Slack during your predefined hours.

• Attend all assigned internal meetings. 

• Drive client-focused production 

• Guarantee all SDR activity and quality standards are met. 

• Hold a structured stand-up with your team to discuss goal setting and provide training. 

• Block time on your calendar to review SDR end-of-day (EOD) reports. 

• Internal Documents/Platforms Upkeep.

• Verify each appointment recording that is set by your team following the appointment verification process.

Weekly Duties: 

• Hold a structured 1:1 with each member of your team.
• Block the appropriate amount of time to prepare for weekly meetings.
• Verify that the weekly summary is completed by the SDR and at an acceptable standard. 

Bi-Weekly Duties:

• Conduct team training.
• Certify that SDR time cards are correct in the BambooHR platform.

Monthly Duties: 

• Host 1 scheduled US SDR meeting. 
• Verify appointment totals and calculate the bonus payout data for each of your SDRs. 

Intermittent Duties: 

• Complete all Team Lead onboarding tasks when allocated a new account. 
• Organize coverage for your accounts when absences occur. 
• Assist in script optimizations by following the SOPs. 

Qualifications

Education:

• Must have a high school diploma or equivalency. 
• Must successfully pass a Leadership and People Management Assessment to move to the next step of the interview process.
• Click here to access the assessment

Experience:

• 6 months in the SDR role. 

~OR~

• 1 year(s) of experience leading an external SDR Team. 

Technology, Software, Tools

• Google Workspace
• Zoom
• SalesLoft
• Slack
• Planhat
• Greenhouse
• BambooHR
• Looker
• LinkedIn
• Microsoft Power Apps
• Atlassian Product Family
• Orum
• *Quick adaptation to technological changes is a must. 

Problem Solving Skills:

• Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Resource Management Skills:

• Motivating, developing, and directing people as they work, identifying the best people for the job.

Organizational Skills:

• Possesses strong organizational and time management skills, driving tasks to completion.
• Able to work independently with minimum supervision.
• Able to maintain the confidentiality of sensitive information.

Behavioral Skills:

• Able to constructively work under stress and pressure when faced with high workloads and deadlines.
• Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
• Able to build solid, effective working relationships with others.

Basic Skills:

• Critical Thinking:Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Speaking: Talking to others to convey information effectively.
• Active Listening:Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Monitoring:Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Reading Comprehension:Understanding written sentences and paragraphs in work-related documents.
• English Language, Writing, and Grammar: Ability to effectively communicate information in written form using professional levels of spelling and grammar.