Applications are invited for the Telesales Team Leader position in Supply Chain, Customer Services & Logistics, based in Tygervalley. The successful incumbent will report to the Customer Manager Fragmented.
Purpose of the 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 through 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 with Sales Teams, Customer Service Teams, and other stakeholders to achieve shared business objectives.
- Maintain accurate reporting and performance tracking through CRM and operational systems.
- Facilitate regular team meetings, training sessions, and knowledge-sharing initiatives.
- Drive employee engagement, accountability, and continuous improvement.
- Conduct workforce planning activities, including scheduling, attendance management, and leave coordination.
- 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.
Experience and skills
- Post Graduate Degree (NQF 7).
- 3–5 years’ experience in a telesales, contact centre, or customer sales environment.
- 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.