Team Leader - Tele Sales

Job Purpose

Manage the daily operations of the tele-sales team within the contact center, oversees all activities related to new leads, upselling, cross-selling and follow-ups on lost customers, ensuring that conversion targets are consistently met or exceeded.

The role plays a critical and analytical role in driving revenue growth, developing team capabilities, and ensuring the overall success of the tele-sales function.

Principal Accountabilities

• Control day-to-day tele-sales operations with high attention to performance, trends and results.
• Meet/exceed targets for campaigns including New Sales Leads, Service Contract Renewals, Extended Warranty Sales, Cross-Selling / Upselling opportunities.
• Allocate call lists and monitor completion and follow-up progress.
• Ensure all interactions and outcomes are accurately logged in CRM.
• Monitor live call activities and support agents during peak load periods.
• Drive team achievement of daily, weekly, and monthly targets:
  • Contract Rate (% of customer reached)
  • Lead Conversion Rate (% of leads converted to sales)
  • Service Contract/ Warranty Renewal Rate
  • Upsell/Cross-sell Rate
• Develop performance dashboards and provide actionable coaching.
• Conduct daily huddles to review targets, overcome challenges and gather customer feedback.
• Identify sales opportunities and customer needs to improve conversion ratios.
• Conduct side-by-side coaching, call listening, and feedback sessions.
• Ensure consistent use of approved scripts, tone, and sales approach.
• Train new and existing agents on product knowledge, objection handling, and CRM usage.
• Collaborate with the Quality and Training teams to improve sales effectiveness.
• Maintain updated awareness of offers, pricing, and competitor promotions.
• Coordinate with internal departments including sales, marketing, finance/ insurance.
• Ensure timely follow-up on leads referred to or from other departments.
• Prepare and submit daily and weekly performance reports (calls made, conversions, pipeline status).
• Share insights on customer trends, product interest, and feedback to department management.
• Handle high-value or escalated customer calls to ensure quick resolution and satisfaction.
• Ensure all customer interactions reflect a professional and consultative approach.
• Support agents with negotiation and objection-handling techniques during live calls.
• Promote a customer-centric culture focused on long-term relationship building rather than one-time sales.

Required Qualifications

Bachelor's Degree