Team Leader - Telesales

TP; Qatar; On-site; QAR 60,000 - 100,000; Full time

Job summary

TP is seeking a Tele Sales Team Lead in Qatar to supervise daily operations, coach agents, and drive targets. You will monitor KPIs, ensure proper lead utilization, and enforce scripts and compliance across the team.

You will conduct daily huddles, provide on-the-spot coaching, and support onboarding. The role emphasizes performance-driven culture and timely reporting to management.

Qualifications

• Experience leading a tele sales/inside sales team.
• Strong KPI tracking and coaching skills.
• Excellent communication and coaching abilities.

Responsibilities

• Supervise day-to-day Tele Sales team activities to ensure smooth operations and target achievement.
• Monitor daily performance against KPIs, including leads, conversion rate, and connected calls.
• Ensure optimal utilization of assigned leads and proper follow-up by agents.
• Track real-time performance and take immediate corrective actions to avoid target gaps.
• Ensure adherence to schedules, login hours, and break timings.
• Drive the team to achieve daily and monthly sales targets.
• Conduct daily huddles to set expectations, communicate targets, and address performance gaps.
• Provide on-the-spot coaching for agents with low performance or skill gaps.
• Support agents in objection handling, closing techniques, and sales pitch improvement.
• Monitor call quality and ensure compliance with approved sales scripts and guidelines.
• Ensure proper lead verification by listening to random samples of achieved leads and conducting one-to-one sessions with the agents involved.
• Maintain and update daily performance trackers covering leads, calls, and conversions.
• Prepare and submit daily performance reports to the Project Manager.
• Highlight performance gaps, risks, and improvement actions.
• Ensure data accuracy in all reports and trackers.
• Manage a team of Tele Sales Agents and ensure high engagement levels.
• Address agent concerns, attendance issues, and performance challenges.
• Support new joiners during onboarding and provide basic training guidance.
• Ensure compliance with company policies related to attendance, discipline, and conduct.
• Maintain a positive and performance-driven work environment.
• Ensure agents follow approved scripts, processes, and compliance requirements.
• Conduct random call monitoring to maintain quality standards.
• Identify recurring issues and escalation them to the Project Manager when required.
• Share daily performance reports in a timely manner.
• Prepare and submit the Operations (OPS) Daily Productivity Report.
• Prepare and submit the Daily Interactions Segregation Report.
• Prepare and submit the Daily Complaints Brief.

Job description

• Supervise day-to-day Tele Sales team activities to ensure smooth operations and target achievement.
• Monitor daily performance against assigned KPIs, including leads, conversion rate, and connected calls.
• Ensure optimal utilization of assigned leads and proper follow-up by agents.
• Track real-time performance and take immediate corrective actions to avoid target gaps.
• Ensure adherence to schedules, login hours, and break timings.
• Drive the team to achieve daily and monthly sales targets.

Coaching & Quality Monitoring

• Conduct daily huddles to set expectations, communicate targets, and address performance gaps.
• Provide on-the-spot coaching for agents with low performance or skill gaps.
• Support agents in objection handling, closing techniques, and sales pitch improvement.
• Monitor call quality and ensure compliance with approved sales scripts and guidelines.
• Ensure proper lead verification by listening to random samples of achieved leads and conducting one-to-one sessions with the agents involved.

Reporting & Performance Tracking

• Maintain and update daily performance trackers covering leads, calls, and conversions.
• Prepare and submit daily performance reports to the Project Manager.
• Highlight performance gaps, risks, and improvement actions.
• Ensure data accuracy in all reports and trackers.

People & Performance Management

• Manage a team of Tele Sales Agents and ensure high engagement levels.
• Address agent concerns, attendance issues, and performance challenges.
• Support new joiners during onboarding and provide basic training guidance.
• Ensure compliance with company policies related to attendance, discipline, and conduct.
• Maintain a positive and performance-driven work environment.
• Ensure agents follow approved scripts, processes, and compliance requirements.
• Conduct random call monitoring to maintain quality standards.
• Identify recurring issues and escalation them to the Project Manager when required.

Reporting & Compliance

• Share daily performance reports in a timely manner.
• Prepare and submit the Operations (OPS) Daily Productivity Report.
• Prepare and submit the Daily Interactions Segregation Report.
• Prepare and submit the Daily Complaints Brief.