Telesales Team Leader

About the role

The Telesales Team Leader will lead, coach and supervise a team of Telesales Agents to meet sales, service and operational targets. Reporting to the Customer Manager, the role focuses on revenue growth, exceptional customer experience and operational efficiency within the Supply Chain, Customer Services & Logistics function.

Key responsibilities

• Lead, coach and motivate agents to achieve sales targets, conversion rates, productivity and service level KPIs.
• Monitor performance through regular reviews, call evaluations and real‑time coaching.
• Drive revenue through outbound/inbound sales, cross‑selling, upselling and customer retention initiatives.
• Analyse sales and operational data to identify trends, gaps and improvement opportunities.
• Ensure compliance with contact‑centre standards, quality assurance and call handling procedures.
• Support agents with escalated queries, objections and complex interactions.
• Collaborate with Sales, Customer Service and other stakeholders to align on shared business objectives.
• Maintain accurate reporting via CRM and operational systems.
• Facilitate team meetings, training sessions and knowledge‑sharing initiatives.
• Conduct workforce planning, scheduling, attendance and leave coordination.
• Apply TPM 5 WHY methodology to identify root causes and implement corrective actions.

Required profile

• Post‑graduate degree (NQF 7) or equivalent.
• 3–5 years experience in a telesales, contact‑centre or customer sales environment.
• 1–2 years experience in a supervisory or team‑lead role with a proven record of meeting sales and service KPIs.
• Experience coaching, performance‑managing and developing sales teams.
• Strong background in handling escalations, complaints and high‑volume operational challenges.

Required skills

• Proficiency with CRM systems.
• Experience using workforce management tools.
• Knowledge of sales performance reporting systems.
• Familiarity with TPM 5 WHY problem‑solving methodology.