Team Leadership & Performance
- Lead, motivate, and manage a team of telesales agents to meet and exceed daily, weekly, and monthly KPIs.
- Conduct regular coaching, call monitoring, and performance reviews to improve sales effectiveness.
- Prepare and assign daily sales targets, call quotas, and campaign priorities.
- Identify skill gaps and implement targeted training and coaching plans.
Sales Operations
- Ensure proper execution of telesales campaigns, promos, and product offerings (Arena Plus platforms and features).
- Monitor call quality, conversion rates, and customer engagement metrics.
- Handle escalated customer concerns, objections, and complex cases when necessary.
- Coordinate with Marketing, CRM, and Operations teams for campaign alignment.
Reporting & Analysis
- Track and analyze individual and team performance metrics.
- Prepare daily, weekly, and monthly sales performance reports.
- Provide insights and recommendations to improve scripts, offers, and sales strategies.
Compliance & Quality Control
- Ensure adherence to company policies, gaming regulations, data privacy, and responsible gaming standards.
- Maintain high standards of professionalism, ethical selling, and customer experience.
- Enforce attendance, schedule adherence, and productivity standards
