Telesales Team Lead at SunCulture Kenya Ltd

About the role:

• Reporting to the Director of Commercial, the ideal candidate will head up our growing Telesales team. As a Telesales Team Lead, they will be responsible for setting weekly and monthly sales targets, training new Telesales staff, designing and implementing sales strategies, monitoring the key performance indicators of the sales team, and handling escalated customer complaints.
• To ensure success as a Telesales Team Lead, they should have experience with Telesales, advanced managerial skills, and the ability to multitask. A top-notch Telesales Team Lead provides strong guidance and assistance to the Telesales team, ultimately boosting company sales.

Key Responsibilities:

Team Management

• Curate and develop team KPIs to ensure delivery of SunCulture sales targets
• Motivate and empower their respective team reportees to achieve personal team KPIs
• Have weekly check-ins with the team to check on their pulse and also get to receive and give constructive feedback
• Escalate any discrepancies that may arise that will affect team performance to the line manager
• Training, onboarding, and training of the Telesales Agents
• Develop a robust plan that will tie into the personal development and learning of the telesales team for the purpose of improvement and efficiency
• Have a quarterly review of all training needs of the team and collaborate with the Training department for consultation and execution.
• Buddy up with the newbies joining the SunCulture Telesales Team to ensure that they are set up for success.

Performance Management

• Ensure that the team have clearly laid out metrics to measure their performance and have that quantified to mid and end of year reviews
• Have secondary documentation that will tie into the check-ins and engagement of the team members to measure team satisfaction and also curb on attrition rate.
• Forecast on the team blockers that may affect their daily and quarterly performance so as to ensure they are all set up for success.

Team Support

• Handle all customer escalations that may have been difficult to be handled by the Telesales team or needed special attention
• Compile and present a high-level sales report to showcase needed deliverables of the team members to the Head of the sales team.
• Maintain customer relationships and also carry the SunCulture brand.

Does this sound like you?

• Bachelor’s degree in Marketing, communication, or any other related field.
• Previous experience working in the Telesales Department with proven aptitude to lead and manage teams.
• Strong managerial and sales skills.
• Good verbal and written communication skills.
• Ability to work well under pressure.
• Ability to write and present high-level strategic reports
• Strong organizational skills.
• Ability to quickly learn new skills, systems, and procedures
• Experience with Google Suite, Salesforce, Teamwork, and other CRM systems
• Thrive in resource-constrained environments
• Have discretion in using budgetary allocation for the department
• A proven record of ability to achieve through others
• Ability to handle multiple projects at the same time