Job
Description
Reports To: Sales Manager / Head of Sales Job Summary: The Telesales Team Leader is responsible for leading, motivating, and managing a team of telesales representatives to achieve and exceed sales targets. This role involves developing and implementing effective sales strategies, providing coaching and training, monitoring performance, and ensuring a high level of customer satisfaction. The Team Leader will play a crucial role in driving team success and contributing to the overall sales objectives of the organization. Key Responsibilities: Team Leadership & Management: * Supervise, motivate, and guide a team of telesales representatives to meet and exceed daily, weekly, and monthly sales targets and KPIs. * Conduct regular performance reviews, one-on-one coaching sessions, and provide constructive feedback to enhance individual and team performance. * Foster a positive, collaborative, and results-driven work environment. * Identify training needs and develop/deliver ongoing training programs to improve sales techniques, product knowledge, and customer service skills. * Assist with the recruitment, onboarding, and training of new telesales representatives. * Manage team schedules, attendance, and adherence to company policies and procedures. * Address and resolve internal team conflicts and issues professionally. Sales Strategy & Execution: * Collaborate with the Sales Manager to develop and implement effective telesales strategies and tactics to drive customer acquisition and revenue generation. * Monitor sales activities, analyze sales data, and identify trends, opportunities, and challenges. * Implement corrective measures and adjustments to strategies as needed to optimize results. * Assist in developing sales scripts and customer interaction guidelines. * Ensure disciplined use of the company's CRM system for accurate record-keeping and lead management. * Generate leads and appointments for field sales teams where applicable. Performance Monitoring & Reporting: * Track and analyze individual and team performance metrics (e.g., call volume, conversion rates, average handle time, sales figures, customer satisfaction). * Prepare and present regular sales reports to the Sales Manager, highlighting team performance, forecasts, and areas for improvement. * Provide accurate sales forecasts and projections. Customer Relationship Management: * Ensure exceptional customer service and maintain strong customer relationships. * Handle escalated customer inquiries, complaints, and complex issues professionally and efficiently. * Collaborate with other departments (e.g., marketing, customer support) to ensure seamless sales operations and customer satisfaction. Qualifications: Education: * Bachelor's degree in Business, Marketing, or a related field preferred. * High School Diploma or equivalent is required. Experience: * Minimum of 2-4 years of proven experience in telesales or a similar sales environment. * At least 1-2 years of experience in a leadership or supervisory role within a telesales or call center setting. * Demonstrated track record of consistently meeting or exceeding sales targets. Skills & Competencies: * Strong Leadership and Team Management: Ability to inspire, motivate, and develop a team. * Excellent Communication: Exceptional verbal and written communication skills in English and Malayalam (and other regional languages as required). * Sales Acumen: Strong understanding of sales principles, techniques, and customer service practices. * Coaching & Mentoring: Proven ability to coach and develop sales professionals. * Analytical Skills: Ability to analyze sales data, identify trends, and make data-driven decisions. * Problem-Solving: Strong problem-solving and conflict resolution skills. * CRM Proficiency: Proficient in using CRM software (e.g., Salesforce, HubSpot) and other telesales tools. * Results-Oriented: Highly motivated with a strong drive to achieve and exceed targets. * Organizational Skills: Excellent time management, organizational, and multitasking abilities. * Adaptability: Ability to perform under pressure and adapt to a fast-paced, dynamic environment. * Product Knowledge: Ability to quickly learn and articulate product/service features and benefits. Working Conditions: * Typically works in an office or call center environment. * May require extended periods of sitting and using a computer and telephone. * May involve occasional evening or weekend work to meet targets or address urgent issues. Show more Show less
