Telesales Team Leader

The HEINEKEN Company; Cape Town; On-site; ZAR 420,000 - 540,000; Full time

Job summary

The HEINEKEN Company in Cape Town is seeking a Telesales Team Leader to guide a team of agents in achieving sales, service, and operational targets. You will drive revenue through outbound and inbound activities, coaching, and performance management.

You will collaborate with Sales and Customer Service, monitor KPIs, and ensure adherence to QA and processes while maintaining accurate reporting and team engagement.

Qualifications

• Postgraduate degree (NQF 7) required.
• 3–5 years telesales/contact centre experience.
• 1–2 years supervisory experience.
• Proven track record achieving team sales targets and KPIs.
• Experience with CRM and WFM tools.

Responsibilities

• Lead, coach, and supervise a team of Telesales Agents to hit sales targets and KPIs.
• Monitor performance via regular reviews, call evaluations, and coaching.
• Drive revenue through outbound/inbound sales, cross-sell, and upsell initiatives.
• Analyze sales and operations data to identify trends and gaps.
• Implement performance improvement plans and ongoing coaching.
• Ensure compliance with contact centre standards and QA requirements.
• Support agents with escalated queries and complex interactions.
• Collaborate with Sales and Customer Service teams to align objectives.
• Maintain reporting through CRM and operational systems.
• Facilitate regular team meetings and knowledge sharing.
• Drive engagement, accountability, and continuous improvement.
• Handle workforce planning including scheduling and attendance.

Skills

Telesales

Team leadership

CRM systems

Workforce management

Sales reporting

Coaching

Performance management

Education

Post Graduate Degree (NQF 7)

Tools

CRM software

Workforce management tools

Sales performance reporting systems

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.