Lead the telesales team to consistently achieve and exceed monthly and quarterly sales targets.
Drive improvements in lead-to-sale and appointment-to-sale conversion rates.
Monitor team sales performance and identify opportunities to improve conversion at each stage of the sales funnel.
Set daily and weekly performance expectations and ensure the team remains on track to achieve targets.
Identify opportunities for upselling, cross-selling, and add-on sales.
Monitor revenue and units sold per executive and take corrective action where performance is below expectations.
Work closely with Sales, Marketing, Customer Experience, and other relevant teams to improve lead quality and conversion.

2. Lead Management & Pipeline Performance

Ensure leads are contacted promptly and managed effectively throughout the sales cycle.
Drive adherence to agreed lead response and follow-up SLAs, including 24–48-hour follow-up requirements.
Monitor contact rates, call attempts, appointments, conversions, and lead ageing.
Ensure no leads are unnecessarily left unattended, unworked, or without a defined next action.
Analyze lead performance by source, campaign, product, agent, and customer segment to identify conversion opportunities.
Provide feedback on lead quality and recommend improvements to lead allocation and targeting.

3. Team Performance & Coaching

Lead, motivate, and develop a high-performing telesales team.
Conduct regular one-on-one coaching, performance reviews, call listening, and side-by-side coaching sessions.
Use call recordings, CRM data, QA results, and sales performance data to identify individual coaching opportunities.
Develop targeted performance improvement plans for underperforming team members.
Recognize and replicate best practices from high-performing sales executives.
Build a culture of accountability, ownership, continuous improvement, and customer focus.
Ensure new team members receive appropriate onboarding, product knowledge, sales process, and systems training.

4. Contact Center & CRM Management

Ensure effective utilization of CRM and other telesales systems.
Monitor key contact-center metrics including:
- Calls made per hour
- Contact rate
- Average talk time
- Follow-up adherence
- Dialer abandonment rate
- Lead response time
- Agent productivity
Ensure accurate and timely lead dispositions and customer information within the CRM.
Maintain high standards of CRM data quality and ensure all customer interactions are properly documented.
Monitor team adherence to work schedules, attendance, and productivity expectations.
Identify system, process, and workflow challenges affecting telesales productivity and escalate or resolve them appropriately.

5. Customer Experience & Sales Quality

Ensure the team delivers professional, accurate, and customer-centric sales interactions.
Partner with Quality Assurance to monitor and improve call quality and sales compliance.
Maintain agreed team QA and CSAT targets.
Ensure sales executives accurately communicate product features, pricing, financing terms, payment obligations, and relevant customer information.
Monitor customer complaints and escalations originating from telesales and implement corrective actions.
Reduce sales cancellations, returns, and avoidable customer complaints through improved sales quality.

6. Reporting & Performance Analytics

Prepare and present regular telesales performance reports covering sales, conversion, productivity, revenue, quality, and customer outcomes.
Use data to identify performance trends, bottlenecks, and opportunities for improvement.
Conduct daily and weekly performance reviews with the team.
Develop and implement action plans to close performance gaps.
Provide management with insights and recommendations on lead quality, campaign performance, sales productivity, and customer behavior.
Maintain accurate forecasts of expected sales and pipeline performance.

Key Performance Indicators

Success in this role will be measured across the following areas:

Sales & Conversion

Team sales target achievement
Lead-to-sale conversion rate
Appointment-to-sale conversion rate
Units sold per executive
Revenue generated
Upsell, cross-sell, and add-on penetration

Activity & Productivity

Calls made per hour
Contact rate
Average talk time
Follow-up SLA adherence
Lead response time
Schedule and attendance adherence
Dialer abandonment rate

Quality & Customer Experience

QA score
Customer Satisfaction (CSAT)
Complaint and escalation rate
Cancellation and return rate

People Leadership

Coaching completion
Individual agent performance improvement
Team engagement and accountability
Performance management of underperforming executives

Does this sound like you?

Bachelor's degree in Business Administration, Sales, Marketing, Customer Experience, or a related field.
3+ years of experience in telesales, outbound sales, contact center, or call-center operations, with at least 1–2 years in a supervisory or team leadership position.
Demonstrated experience managing and achieving sales and conversion targets.
Experience managing outbound sales teams in a high-volume environment.
Strong experience with CRM and contact-center/dialer systems
Strong understanding of sales funnels, lead management, conversion optimization, and pipeline management.
Demonstrated experience coaching and developing sales executives.
Strong analytical skills and the ability to interpret sales and contact-center performance data.
Experience working with performance dashboards and reporting tools is an advantage.
Experience in PAYGo, fintech, financial services, solar/energy, telecommunications, FMCG, or other high-volume consumer sales environments is an advantage.

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