Sales Support Analyst

Important: After reviewing the key responsibilities and deciding to apply, you will need to complete an AI-based chat interview. This is part of the application process. The interview is not timed, but please complete it within a reasonable period so your application can move forward.

Key Accountabilities

- Lead and supervise the Sales Support team responsible for order processing, work order creation, and coordination across the order-to-cash lifecycle.
- Ensure all work orders are created accurately and processed in line with business requirements, internal controls, and agreed service levels.
- Manage the team’s daily operational activities related to activation, modification, upgrade, downgrade, renewal, and closure of fixed and NBI products within CRM and related systems.
- Monitor workload distribution across team members and ensure optimal utilization of resources to meet business demand.
- Track and enforce adherence to SLAs, KPIs, and operational targets, taking corrective action where required.
- Review and validate daily, weekly, monthly, quarterly, and annual reports to ensure accuracy, relevance, and timely submission to management and stakeholders.
- Act as the main escalation point for complex service, billing, CRM, and order management issues, ensuring timely resolution and minimal customer impact.
- Drive continuous improvement in processes, reporting, controls, and service delivery standards across the team.
- Maintain close coordination with Account Managers, Solution Consultants, Delivery Managers, and other internal stakeholders to support smooth and timely customer service delivery.
- Ensure compliance with internal policies, procedures, audit requirements, and governance standards.
- Identify operational bottlenecks, root causes of recurring issues, and opportunities for automation or process enhancement.
- Coach, guide, and develop team members to enhance performance, capability, and readiness for increased responsibilities.
- Conduct regular performance reviews, provide feedback, and support the professional development of team members.
- Prepare management summaries, operational dashboards, and insights to support decision-making and service improvement initiatives.
- Support management in implementing new processes, systems, tools, and organizational initiatives affecting the Sales Support function.

4. Qualifications, experience, skills and competencies

Qualifications:

- University degree needed.

Experience:

- 5+ years of professional experience, with at least 2–3 years in sales support, order management, service delivery support, or technical/operational roles.
- Minimum 1–2 years of experience in a supervisory or team leadership capacity is preferred.
- Experience in telecom operations, CRM, billing, invoicing, and service fulfilment environments is highly desirable.

Skills

- Strong leadership and people management skills, with the ability to guide, coach, and develop a team.
- Strong analytical and problem-solving skills, with the ability to manage operational issues and drive resolution.
- Strong planning, prioritization, and organizational skills.
- Strong reporting and data analysis skills, with advanced ability to prepare and interpret operational reports.
- Excellent communication and interpersonal skills, with the ability to engage effectively across all organizational levels.
- Strong working knowledge of CRM, billing, invoicing, reporting tools, and Microsoft Office applications, especially Excel and Outlook.
- Good understanding of order-to-cash processes, service provisioning workflows, and customer support requirements.
- Ability to work under pressure, manage multiple priorities, and maintain service quality in a fast-paced environment.
- Ability to identify process gaps and implement practical improvements.
- Commercial awareness and customer-oriented mindset.