Job Summary
The Telesales Supervisor leads and manages a team of Telesales agents to achieve daily, weekly, and monthly sales targets. This role is responsible for coaching agents, monitoring call quality, managing performance metrics, and ensuring the team delivers excellent customer experience while driving revenue growth.
Key Responsibilities
- Supervise, motivate, and manage a team of Telesales representatives to meet or exceed sales quotas
- Monitor calls (live and recorded) to ensure quality standards, script adherence, and compliance with company policies
- Conduct regular one-on-one coaching sessions and team huddles to improve individual and team performance
- Track daily/weekly/monthly KPIs (conversion rate, call volume, average handling time, sales revenue) and report results to management
- Identify performance gaps and implement training plans or corrective action as needed
- Prepare work schedules, manage attendance, and ensure adequate floor coverage during operating hours
- Handle escalated customer calls and complaints that agents are unable to resolve
- Assist in recruiting, onboarding, and training new Telesales agents
- Analyze sales data and trends to recommend strategies for improving team performance
- Ensure the team follows company policies, sales scripts, and regulatory/compliance requirements
- Foster a positive, high-energy, target-driven team culture
- Prepare and present regular performance reports to senior management
- Conduct field work, client visits
Qualifications
- Bachelor's degree in Business, Marketing, or a related field (or equivalent work experience)
- 2–4 years of experience in telesales, call center, or customer service, with at least 1 year in a supervisory or team lead role
- Proven track record of meeting or exceeding sales targets
- Strong understanding of sales techniques, objection handling, and closing strategies
Skills & Competencies
- Excellent leadership, coaching, and people management skills
- Strong verbal and written communication skills
- Analytical mindset with the ability to interpret sales data and metrics
- Problem-solving and conflict-resolution abilities
- Ability to work under pressure and manage multiple priorities in a fast-paced environment
- Strong organizational and time-management skills
- Proficiency in MS Office/Google Workspace (Excel/Sheets, reporting tools)
