Sales & Revenue Leadership
- Lead the telesales team to consistently achieve and exceed monthly and quarterly sales targets.
- Drive improvements in lead-to-sale and appointment-to-sale conversion rates.
- Monitor team sales performance and identify opportunities to improve conversion at each stage of the sales funnel.
- Set daily and weekly performance expectations and ensure the team remains on track to achieve targets.
- Identify opportunities for upselling, cross-selling, and add-on sales.
- Monitor revenue and units sold per executive and take corrective action where performance is below expectations.
- Work closely with Sales, Marketing, Customer Experience, and other relevant teams to improve lead quality and conversion.
Lead Management & Pipeline Performance
- Ensure leads are contacted promptly and managed effectively throughout the sales cycle.
- Drive adherence to agreed lead response and follow-up SLAs, including 24 - 48-hour follow-up requirements.
- Monitor contact rates, call attempts, appointments, conversions, and lead ageing.
- Ensure no leads are unnecessarily left unattended, unworked, or without a defined next action.
- Analyze lead performance by source, campaign, product, agent, and customer segment to identify conversion opportunities.
- Provide feedback on lead quality and recommend improvements to lead allocation and targeting.
Team Performance & Coaching
- Lead, motivate, and develop a high-performing telesales team.
- Conduct regular one-on-one coaching, performance reviews, call listening, and side-by-side coaching sessions.
- Use call recordings, CRM data, QA results, and sales performance data to identify individual coaching opportunities.
- Develop targeted performance improvement plans for underperforming team members.
- Recognize and replicate best practices from high-performing sales executives.
- Build a culture of accountability, ownership, continuous improvement, and customer focus.
- Ensure new team members receive appropriate onboarding, product knowledge, sales process, and systems training.
Contact Center & CRM Management
- Ensure effective utilization of CRM and other telesales systems.
- Monitor key contact-center metrics including:
- Calls made per hour
- Contact rate
- Average talk time
- Follow-up adherence
- Dialer abandonment rate
- Lead response time
- Agent productivity
- Ensure accurate and timely lead dispositions and customer information within the CRM.
- Maintain high standards of CRM data quality and ensure all customer interactions are properly documented.
- Monitor team adherence to work schedules, attendance, and productivity expectations.
- Identify system, process, and workflow challenges affecting telesales productivity and escalate or resolve them appropriately.
Customer Experience & Sales Quality
- Ensure the team delivers professional, accurate, and customer-centric sales interactions.
- Partner with Quality Assurance to monitor and improve call quality and sales compliance.
- Maintain agreed team QA and CSAT targets.
- Ensure sales executives accurately communicate product features, pricing, financing terms, payment obligations, and relevant customer information.
- Monitor customer complaints and escalations originating from telesales and implement corrective actions.
- Reduce sales cancellations, returns, and avoidable customer complaints through improved sales quality.
Reporting & Performance Analytics
- Prepare and present regular telesales performance reports covering sales, conversion, productivity, revenue, quality, and customer outcomes.
- Use data to identify performance trends, bottlenecks, and opportunities for improvement.
- Conduct daily and weekly performance reviews with the team.
- Develop and implement action plans to close performance gaps.
- Provide management with insights and recommendations on lead quality, campaign performance, sales productivity, and customer behavior.
- Maintain accurate forecasts of expected sales and pipeline performance.
Key Performance Indicators
Success in this role will be measured across the following areas:
- Team sales target achievement
- Lead-to-sale conversion rate
- Appointment-to-sale conversion rate
- Units sold per executive
- Revenue generated
- Upsell, cross-sell, and add-on penetration
- Calls made per hour
- Contact rate
- Average talk time
- Follow-up SLA adherence
- Lead response time
- Schedule and attendance adherence
- Dialer abandonment rate
Quality & Customer Experience
- QA score
- Customer Satisfaction (CSAT)
- Complaint and escalation rate
- Cancellation and return rate
- Coaching completion
- Individual agent performance improvement
- Team engagement and accountability
- Performance management of underperforming executives
Does this sound like you?
- Bachelor's degree in Business Administration, Sales, Marketing, Customer Experience, or a related field.
- 3+ years of experience in telesales, outbound sales, contact center, or call-center operations, with at least 1 - 2 years in a supervisory or team leadership position.
- Demonstrated experience managing and achieving sales and conversion targets.
- Experience managing outbound sales teams in a high-volume environment.
- Strong experience with CRM and contact-center/dialer systems
- Strong understanding of sales funnels, lead management, conversion optimization, and pipeline management.
- Demonstrated experience coaching and developing sales executives.
- Strong analytical skills and the ability to interpret sales and contact-center performance data.
- Experience working with performance dashboards and reporting tools is an advantage.
- Experience in PAYGo, fintech, financial services, solar/energy, telecommunications, FMCG, or other high-volume consumer sales environments is an advantage.