Telesales Team Lead
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Job summary
The Telesales Team Lead will be responsible for supervising and coordinating the Telesales team to drive outbound sales and upselling initiatives, ensuring targets are met while delivering an excellent experience for Zenka customers.
Min Qualification:
Bachelors
Experience Level:
Mid level
Experience Length:
3 years
Language Requirement:
English
Working Hours:
Full Time - 9 to 5
Applicant Location:
Nairobi, Kenya
Job descriptions & requirements
Key Responsibilities
- Supervise and coordinate the day-to-day activities of the Telesales team, ensuring outbound sales and upselling targets are consistently achieved.
- Monitor and analyse the effectiveness of current sales processes and tools, proposing improvements to enhance team productivity and conversion rates.
- Ensure continuous and timely communication within the team regarding planned process, product, and campaign changes.
- Monitor qualitative and quantitative performance indicators within the Telesales team and provide ongoing reporting to management.
- Conduct ongoing assessments of both team and individual performance, and communicate evaluations to team members in a timely manner.
- Conduct regular motivational and coaching sessions to maintain high levels of engagement, motivation, and commitment within the team.
- Identify staffing needs and actively participate in recruitment processes to ensure adequate team capacity.
- Manage the handling of customer complaints and escalations in accordance with applicable local laws and regulations.
- Identify training needs within the team and actively participate in sourcing suitable training providers.
- Prepare periodic reports on telesales performance, campaign outcomes, and revenue contribution.
- Collaborate cross-functionally with the Sales and Marketing, Customer Care, Collections, and Finance departments to support business growth and campaign execution.
- Execute tasks and assignments as directed by senior management within prescribed timelines.
What We Are Looking For
- Proven experience in telesales, outbound sales, or a related field, with prior team leadership experience.
- Strong understanding of sales processes, upselling techniques, and customer engagement strategies.
- Experience in the financial services or digital lending sector is an added advantage.
- Excellent communication, coaching, and interpersonal skills.
- Results-oriented with the ability to manage and motivate a team to meet and exceed targets.
- Ability to work cross-functionally and build strong working relationships across departments.
- Proficiency in reporting and performance monitoring tools.
What We Offer
- A dynamic and fast-paced work environment in the digital finance sector.
- Opportunities for professional growth and development.
- A collaborative and purpose-driven team culture.
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