Telesales Team Leader

The Telesales Team Leader is responsible for supervising and guiding a team of customer service agents to ensure consistent delivery of high-quality service, efficient handling of customer queries both internal and external customers and achievement of operational performance targets that further enables sales objectives to be met. The role focuses on maintaining service excellence, improving customer satisfaction and supporting the overall experience strategy.

• 2-3 years’ experience in a similar role
• Previous experience with Telco/Fibre (preferred)
• Have worked in a BPO (preferred)

Leadership Skills

• Strong people management and coaching capability.
• Ability to motivate teams in high-pressure environments
• Conflict resolutions and customer de-escalation skills.

Operational Skills

• Understanding of contact centre systems, customer engagement flow and service processes.
• Ability to manage real-time performance and make quick operational decisions
• Strong analytical and reporting skills

Behavioural Competencies

• excellent communication and interpersonal skills
• High emotional intelligence and empathy
• Ability to handle sensitive or high-impact customer situations professionally