Telesales Lead

The Telesales Lead is responsible for leading and motivating a team of telesales representatives to achieve sales targets and deliver exceptional customer service.

Job Purpose:

The Telesales Lead will be responsible for overseeing the daily operations of the telesales department, ensuring high service standards, supporting team development, and driving inbound and outbound sales performance. The role requires strong leadership, technical automotive/truck parts knowledge would be an advantage, and experience in customer relationship management. He / She should be able to coach, train and mentor a team towards achieving KPIs.

Key Responsibilities:

• Accountable for the overall sales performance of the telesales team against established Key Performance Indicators (KPIs), including sales target, conversion rates and other relevant metrics.
• Actively supervising, coaching and mentoring team members to achieve and exceed these goals.
• Monitoring and ensuring the efficiency and quality of call handling.
• Overall team productivity.
• Adherence to defined service levels.
• Effectively handle escalated customers queries, complaints and complex issues that require supervisory intervention.
• Facilitate regular team communication through daily briefings.
• Conduct weekly performance reviews with individual team members to provide feedback, address concerns and set expectations.  
• Collaborate effectively with the technical advisors and showroom team to ensure accurate and timely resolution of customer issues and inquiries that require their expertise.
• Ensure the accurate and complete documentation of all customer calls, sales activities and relevant information are inputted within the designated system.
• Identify opportunities to improve team processes and recommend enhancements to reporting tools to support and enhance team performance and efficiency.
• Effective onboarding and training of new telesales representatives and for coordinating ongoing technical product sessions to ensure the team has the necessary knowledge to perform their roles effectively. 
• Compile and submit accurate weekly performance reports to the Commercial Manager, providing a clear overview of team progress, challenges and achievements.