Telesales Team Leader at Poa Internet

Overall Responsibility:

To manage and operate an assigned sales team, ensuring that they are meeting the revenue targets by driving day to day performance and efficiencies of the Tele-sales Representatives. Ensure that team averages are in line with business objectives and targets of the company.

Financial:

Ensure all sales are closed through company M-pesa transactions

People:

25 TeleSales Representatives (TSRs).

Key SMART Results for A-Player: Target, Year 1:

• Responsible for achieving a set target that will be communicated every month. The target will have sales efficiency and a sales target set for the month – Monthly
• Strategize and execute plans to improve sales efficiency. Work on delivering 100% of sales results from only 30% to 40% of leads – Monthly
• Quality Analysis & Reporting: Analyse 30 calls daily from different TSRs, input feedback for improvement & report to the Head of Tele Sales – Daily
• Work Discipline: Ensure 100% of the team is compliant with work timings & foster a culture of discipline & time management – Throughout
• Reports & Data: Generate daily talk time, sales reports, paid sales, lead generation through different campaigns, referral lead reports, sales funnels, conversion analysis – Weekly
• Governance:
• Conduct weekly performance reviews with each team member, document the minutes, and share them with the Head of Tele- sales for review.
• Responsible to action performance improvement plans in coordination with HR for Tele-sales Representatives performing less than 65% of the allocated monthly targets.
• Ensure 100% compliance with the sales channel processes.
• Training: Conduct weekly training programs for people with Performance gaps and Skill Gaps on specific content that will boost performance – Weekly
• Align self and team to organizational goals and to the incentive structure as per 3X Growth in 2024 – Monthly
• Attain an average talk time of 4 hours per person daily which will increase monthly as the targets increase – Daily
• Recruitment of Tele-sales Representatives: Responsible for attaining full modules of Tele-sales Representatives . Refer to the business plan for the number of Tele-sales Representatives required on a monthly basis – Throughout

Level of Management Experience Required (Mandatory & Nice to Have):

• Supervisory level management with not less than 3 years of sales experience, 1 year of which should have been leading sales team of not less than 5 people.

Key Competencies (Criticality H, M, L):

• Build and manage a high performing, relentlessly driven sales teams – H
• Manage the people dynamics of such a high pressure operation and lead to achieve the best performance possible from the team – H
• Ability to motivate and support to drive performance – H
• Hands on, lead from the front and make sales! – H
• Willing and able to be tactical, scrappy, relentless – H
• Experience selling home internet services on the phone – M

Mandatory Criteria if any with no exceptions to hire:

• Must have owned a team sales target with a record of target achievement.
• Must have led and managed at least a team of 10 sales people.
• Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of latest technology in a tele-sales environment.