Telesales Team Lead At M-kopa
full-time
What You'll Do
Lead, coach, and mentor telesales agents across voice and non-voice channels (Freshdesk, Fresh Chat, social media, calls), and drive outbound teams to consistently hit sales, revenue, and conversion targets
Monitor performance against KPIs, sales volume, conversion rates, wait times, QA scores, CRM accuracy, daily, weekly, and monthly, addressing gaps proactively and conducting regular reviews with actionable goals
Collaborate cross-functionally across Inbound, Outbound, Growth, Product, Retail, and marketing teams to execute sales strategies, campaigns, and retention initiatives
Oversee sales and operations fulfilment, including delivery coordination between agents, DSRs, and retail teams, stock availability, and escalation of fulfilment risks
Ensure quality and compliance across all channels, managing call quality standards, resolving escalated customer issues, and identifying upselling opportunities during interactions
Use data analytics to spot customer interaction patterns and trends, and turn insights into recommendations for senior management.
What You'll Need
Bachelor's Degree in Business Administration, Marketing, Communications, or a related field with demonstrated 2+ years of experience in leadership role either in telesales, customer service, or sales management, specializing in non-voice channels such as email, chat, or social media
Strong leadership and team management ability, with proficiency in CRM systems, telephony, and sales automation tools
Proven analytical skills, trend recognition, and data-informed decision-making.