Telesales Team Leader

Applications are invited for the above-mentioned position in Supply Chain, Customer Services & Logistics based in Tygervalley. The successful incumbent will report to the Customer Manager Fragmented.

The purpose of this position

The Telesales Team Leader is responsible for leading, coaching, and supervising a team of Telesales Agents to achieve sales, service, and operational performance targets. The role focuses on driving revenue growth, ensuring exceptional customer experience, maintaining operational efficiency, and fostering a high-performance culture aligned to business objectives and HEINEKEN behaviours.

Key responsibilities

• Lead, coach, and motivate a team of Telesales Agents to achieve sales targets, conversion rates, productivity, and service level KPIs.
• Monitor team performance through regular performance reviews, call evaluations, and real-time coaching interventions.
• Drive revenue growth by ensuring effective outbound and inbound sales activities, cross-selling, upselling, and customer retention initiatives.
• Analyse sales and operational performance data to identify trends, gaps, and improvement opportunities.
• Implement performance improvement plans and continuous coaching to enhance team capability and results.
• Ensure compliance with contact centre operational standards, quality assurance requirements, and call handling procedures.
• Support and guide agents in handling escalated customer queries, objections, and complex customer interactions.
• Collaborate closely with Sales Teams, Customer Service Teams, and other stakeholders to ensure alignment and achievement of shared business objectives.
• Maintain accurate reporting and performance tracking through CRM and operational systems.
• Facilitate regular team meetings, training sessions, and knowledge-sharing initiatives to improve team effectiveness.
• Drive employee engagement, accountability, and a culture of continuous improvement within the team.
• Conduct workforce planning activities, including scheduling, attendance management, and leave coordination to ensure operational coverage.
• Apply problem-solving methodologies such as TPM 5 WHY to identify root causes and implement corrective actions.
• Ensure adherence to company policies, procedures, and compliance requirements.

The successful candidate must have the following experience/skills:

• Minimum :Post Graduate Degree (NQF 7)
• Minimum 3–5 years’ experience in a telesales, contact centre, or customer sales environment.
• Minimum 1–2 years’ experience in a supervisory or team leadership role.
• Proven track record of achieving team sales targets, operational KPIs, and service delivery standards.
• Experience in coaching, performance management, and developing sales teams.
• Experience using CRM systems, workforce management tools, and sales performance reporting systems.
• Experience managing escalations, customer complaints, and operational challenges in a high-volume environment.