Telesales Team Leader

Heineken; Cape Town; On-site; ZAR 320,000 - 520,000; Full time

Job summary

HEINEKEN in Cape Town (Tygervalley) seeks a Telesales Team Leader to guide a team of Telesales Agents, driving sales, service and operational targets. The role reports to the Customer Manager Fragmented and focuses on revenue growth, exceptional customer experience, and a high-performance culture aligned to HEINEKEN behaviours.

The successful candidate will lead from the front, coach for performance, and collaborate with Sales and Customer Service teams to ensure alignment with business

Qualifications

• Postgraduate degree (NQF 7) required.
• 3–5 years’ experience in telesales, contact centre, or customer sales.
• 1–2 years’ supervisory or team leadership experience.
• Proven ability to hit team sales targets and KPIs.
• Experience using CRM systems and sales reporting tools.

Responsibilities

• Lead, coach and motivate a team of Telesales Agents to achieve targets.
• Monitor performance via reviews, call evaluations and coaching.
• Drive revenue growth through outbound/inbound sales and cross-sell.
• Analyze data to identify trends and improvement opportunities.
• Ensure compliance with contact centre standards and QA.
• Support agents with escalated customer queries and issues.
• Collaborate with Sales and Customer Service teams to meet objectives.
• Maintain accurate reporting in CRM and other systems.
• Organize team meetings, training, and knowledge sharing.
• Plan workforce scheduling, attendance and leave to ensure coverage.

Skills

Telesales

Contact Centre

Sales Leadership

CRM Tools

Workforce Management

Sales Analytics

Coaching & Development

Customer Service

Education

Postgraduate Degree

Tools

CRM Tools

Workforce Management

Sales Analytics

Job description

Applications are invited for the above-mentioned position in Supply Chain, Customer Services & Logistics based in Tygervalley. The successful incumbent will report to the Customer Manager Fragmented.

The purpose of this position:

The Telesales Team Leader is responsible for leading, coaching, and supervising a team of Telesales Agents to achieve sales, service, and operational performance targets. The role focuses on driving revenue growth, ensuring exceptional customer experience, maintaining operational efficiency, and fostering a high-performance culture aligned to business objectives and HEINEKEN behaviours.

Key responsibilities:

• Lead, coach, and motivate a team of Telesales Agents to achieve sales targets, conversion rates, productivity, and service level KPIs.
• Monitor team performance through regular performance reviews, call evaluations, and real-time coaching interventions.
• Drive revenue growth by ensuring effective outbound and inbound sales activities, cross-selling, upselling, and customer retention initiatives.
• Analyse sales and operational performance data to identify trends, gaps, and improvement opportunities.
• Implement performance improvement plans and continuous coaching to enhance team capability and results.
• Ensure compliance with contact centre operational standards, quality assurance requirements, and call handling procedures.
• Support and guide agents in handling escalated customer queries, objections, and complex customer interactions.
• Collaborate closely with Sales Teams, Customer Service Teams, and other stakeholders to ensure alignment and achievement of shared business objectives.
• Maintain accurate reporting and performance tracking through CRM and operational systems.
• Facilitate regular team meetings, training sessions, and knowledge-sharing initiatives to improve team effectiveness.
• Drive employee engagement, accountability, and a culture of continuous improvement within the team.
• Conduct workforce planning activities, including scheduling, attendance management, and leave coordination to ensure operational coverage.
• Apply problem-solving methodologies such as TPM 5 WHY to identify root causes and implement corrective actions.
• Ensure adherence to company policies, procedures, and compliance requirements.

The successful candidate must have the following experience/skills:

• Minimum :Post Graduate Degree (NQF 7)
• Minimum 3–5 years’ experience in a telesales, contact centre, or customer sales environment.
• Minimum 1–2 years’ experience in a supervisory or team leadership role.
• Proven track record of achieving team sales targets, operational KPIs, and service delivery standards.
• Experience in coaching, performance management, and developing sales teams.
• Experience using CRM systems, workforce management tools, and sales performance reporting systems.
• Experience managing escalations, customer complaints, and operational challenges in a high-volume environment.