Job Description
The Telesales Team Leader is responsible for providing full leadership and direction to a team of sales officers to achieve channel targets by ensuring each member meets the minimum expected efficiency. The overall objective of this role is to maintain seamless operations in the telesales environment, requiring strategic thinking and strong people management skills to drive productivity and performance.
Telesales Team Leaders are expected not only to oversee their respective teams but also to actively participate in channel-level initiatives that contribute to overall business growth.
Duties and Responsibilities
- Supervise day-to-day team operations, including strategy alignment, productivity monitoring, reporting, and regular coaching to ensure optimal performance.
- Drive new business by instructing, coaching, developing, and motivating telesales officers using advanced sales training techniques.
- Monitor employee-client interactions through call evaluations and conduct regular performance reviews.
- Resolve escalated cases promptly to ensure client satisfaction.
- Collaborate effectively with product, fulfillment, and operational support teams to streamline campaigns and processes for maximum productivity.
- Complete special projects and other assigned duties that deliver high-impact results for the channel and overall business.
- Assess risk in business decisions, safeguard the bank's reputation, and ensure compliance with laws, regulations, and internal policies.
- Maintain compliance, legal, and regulatory standards in all team operations.
Qualifications
- 25 years of relevant experience in telesales, banking, or call center management.
- Strong leadership focus on quality, customer satisfaction, and achieving sales targets.
- Excellent communication skills; articulate and confident in engaging teams and internal partners.
- Flexible, self-managed, and highly motivated with the ability to work independently and collaboratively.
- Extensive knowledge of the bank's product offerings and credit processes/parameters.
- Ability to prioritize effectively, communicate priorities clearly, and align resources accordingly.
- Skilled in attracting, motivating, and retaining high-caliber, diverse talent.
- Proven ability to coach, develop, and inspire teams using advanced sales techniques.
- Sound judgment in handling complex situations related to people and client management.
- Positive attitude and strong team player committed to achieving personal, team, and business goals.
