Telesales Team Lead

Xe.com; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading currency service provider in Johannesburg is seeking a dynamic Team Lead to oversee a Telesales team. Responsibilities include monitoring performance metrics, coaching team members, and managing client interactions. The ideal candidate should have strong leadership skills, fluency in English, and experience with customer services. This position offers benefits such as life insurance and a medical aid allowance.

Benefits

Life Insurance

Pension Scheme

Medical Aid Allowance

Free Office Lunch

Qualifications

• Experience managing high-performing teams is essential.
• Prior experience in client services, sales, or financial services is preferred.
• Fluency in English is mandatory; additional European languages desirable.

Responsibilities

• Oversee and support a team of Telesales Representatives.
• Track key performance indicators and monitor team performance.
• Conduct regular performance reviews and training for team members.

Skills

Strong leadership and coaching abilities

Excellent communication skills

Problem-solving skills

Ability to track and analyze performance metrics

Fluent in English

Tools

Zendesk

Retool

Job description

At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.

ABOUT THIS ROLE

We are looking for dynamic and motivated Team Lead to join our expanding team in Johannesburg, South Africa.

The Team Lead is responsible for overseeing and supporting a team of Telesales Representatives, ensuring performance metrics are met, processes are followed, and client interactions are handled efficiently.

This role includes monitoring team activity, tracking key performance indicators (KPIs), coaching team members, and facilitating collaboration with Client Services Account Managers.

The Team Lead will also conduct regular performance check-ins, track trade and conversion data, ensure accurate documentation in Zendesk and Retool, and oversee the handoff of larger trades to Account Managers. This role serves as the first level of escalation for client concerns, with further escalations directed to the Head of Client Services.

The Team Lead will also handle their own leads and book trades, serving as both a coach and an active contributor to the team’s performance.

OUR PRINCIPLES

• COMMITMENT - is the first step in our journey toward a best-in-class foreign exchange and cross-border payments experience.
• ACCOUNTABILITY – turning our words into action by holding ourselves accountable.
• RESPECT – is an act of humility, grounded in giving rather than receiving, fostering a respectful environment, which starts with leading by example.
• EVOLUTION – each day is a chance to grow, to adapt and to push our boundaries, starting every day with the drive to evolve, renew and rise to the next level.

ROLES & RESPONSIBILITIES

SUPERVISORY & LEADERSHIP RESPONSIBILITIES

• Oversee the Telesales Representatives team in Johannesburg
• Monitor daily activity and team performance, ensuring all associates are effectively managing their leads and opportunities
• Ensure that all interactions, follow-ups, and transactions are logged correctly in Zendesk and Retool
• Act as the first level of escalation for client concerns, providing guidance before further escalation

PERFORMANCE & METRICS MANAGEMENT

• Track and report KPIs, including trade count, call volume, response time, and conversion rates
• Conduct regular performance reviews with Telesales Representatives, identifying areas for improvement
• Analyze conversion data and trends, sharing insights and recommendations with the Head of Client Services

COACHING & DEVELOPMENT

• Develop and implement a structured coaching plan to enhance team performance
• Conduct monthly performance check-ins to review trade activity, lead follow-up efficiency, and individual progress
• Provide ongoing training and mentorship to ensure team members continue to improve their client engagement and sales techniques

COLLABORATION & CROSS-TEAM COMMUNICATION

• Facilitate regular sync meetings between Telesales Representatives and Client Services Account Managers to ensure smooth trade handoffs
• Monitor and refine the process for escalating larger trades to Account Managers
• Ensure that all team members follow best practices for handling inbound and outbound leads

COMPLIANCE & PROCESS ADHERENCE

• Ensure Telesales Representatives follow all company processes and policies correctly
• Conduct spot-checks in Zendesk and Retool to ensure proper documentation and timely lead follow-ups
• Identify and elevate process compliance issues to the Head of Client Services if necessary

POSITION REQUIREMENTS

• Strong leadership and coaching abilities, with experience managing high-performing teams
• Excellent communication and problem-solving skills, with the ability to handle escalations effectively
• Ability to track and analyze performance metrics, ensuring the team meets trade and conversion goals
• Experience with Zendesk or Retool is desirable
• Fluent in English (mandatory)
• Additional European languages are desirable
• Prior experience in client services, sales, or financial services is preferred

PERKS & BENEFITS

• Life Insurance, Pension Scheme & Medical Aid Allowance
• Free Office Lunch

We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects.

At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions.

If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on [e-mail].

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.