Key Responsibilities:
Supervise and manage daily telesales operations to ensure achievement of sales and productivity targets.
• Monitor agent performance through real-time observation, coaching sessions, and performance reviews.
• Conduct regular one-on-one coaching, feedback discussions, and team huddles.
• Identify performance gaps and implement action plans for improvement
Motivate and develop team members to maximize productivity and conversion performance.
• Manage attendance, schedule adherence, and workforce utilization.
• Escalate performance concerns and recommend disciplinary actions when necessary.
• Support recruitment, onboarding, and training of new telesales agents. Oversee execution of all telesales campaigns including SME, ALDI, Universal Product Surveys, Sales Chats, and future sales initiatives.
• Ensure proper lead allocation and workload balancing across agents.
• Monitor campaign progress, conversion rates, and sales funnel movement.
• Ensure timely follow-up of leads and proper handling of pending opportunities.
• Coordinate with Sales, Marketing, Operations, and other stakeholders regarding campaign requirements and updates.
• Drive initiatives to improve lead conversion and overall campaign performance
Ensure adherence to approved call scripts, sales processes, and customer engagement standards.
• Conduct call listening sessions and quality reviews to maintain service excellence.
• Monitor compliance with internal policies, data privacy requirements, and operational procedures.
• Standardize sales conversations and best practices across the team Leaders and Management regarding team performance and campaign results.
• Escalate system issues, operational risks, and critical customer concerns when necessary.
• Collaborate with cross-functional teams to resolve process and operational challenges.
• Present performance insights and recommendations during business reviews.