Sales Operations: Team Leader at Dark Fibre Africa

ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)

Leadership & Team Support

• Guide and support the Sales Operations team to ensure smooth execution of sales processes.
• Promote employee engagement through regular check-ins, recognition, and development opportunities that align with career growth beyond operational roles.
• Identify training needs and support team members in building skills to enhance process efficiency.
• Monitor team workload and escalate resource or process challenges to the Sales Operations Manager.

Process Oversight & Improvement

• Monitor sales operations processes (e.g., Quoting, New Order Confirmation, Change Order Management, Case Management, CRM updates, Internal Case & Issue Management) to ensure they function effectively.
• Act as the first point of contact for escalations from the team’s processing work or customer inquiries, supporting prompt resolution.
• Escalate complex or unresolved issues to the Sales Operations Manager with clear context and recommendations.
• Support the Sales Operations Manager in driving digitalization and automation by identifying areas where technology can enhance efficiency.
• Provide feedback on process bottlenecks, recurring escalations, or inefficiencies, suggesting opportunities for optimization or prevention.
• Assist the team in adapting to new tools and systems introduced by management.

Cross-Functional Support

• Support healthy collaboration with other departments (e.g., Implementation, Finance, Service Management) to maintain effective sales processes.
• Participate in cross-functional meetings, highlighting process gaps or delays for resolution by the Sales Operations Manager.
• Assist in identifying root causes of internal issues raised by other teams, proposing preventive ideas for consideration.

Performance Monitoring, Forecasting, & Pipeline Support

• Track key sales operations metrics (e.g. order processing times, data accuracy) to ensure processes meet expectations.
• Support the Sales Operations Manager in maintaining CRM data quality and preparing reports for key accounts and Service Management.
• Collaborate with the sales team to enhance sales forecasting and pipeline management by ensuring accurate opportunity and order data in the CRM.
• Identify gaps in pipeline or forecasting data (e.g., missing opportunities, inconsistent updates), escalating insights to improve accuracy and alignment with order processing.
• Support the team, in capturing and updating opportunity details to strengthen forecasting reliability.

Strategic Support

• Provide input to the Sales Operations Manager on challenges within sales operations, highlighting opportunities to mitigate risks.
• Support the alignment of team efforts with company goals, fostering a culture of accountability.

Requirements

Competencies and Minimum Requirements:

Knowledge, qualifications and experience

• Grade 12 (required).
• Business Management, Sales & Marketing diploma, or related tertiary qualification.
• 2-5 years of sales operations or team leadership experience.
• Familiarity with digital tools, process improvement, or sales forecasting initiatives is a plus
• Basic understanding of sales processes, and pipeline management is an advantage