Telesales Team Lead

Telesales Team Lead

• Job Type Full Time
• Qualification BA/BSc/HND
• Experience 3 years
• Location Nairobi
• Job Field Sales and Business Development

Key Responsibilities

• Sales & Revenue Leadership

• Lead the telesales team to consistently achieve and exceed monthly and quarterly sales targets.

• Drive improvements in lead-to-sale and appointment-to-sale conversion rates.

• Monitor team sales performance and identify opportunities to improve conversion at each stage of the sales funnel.

• Set daily and weekly performance expectations and ensure the team remains on track to achieve targets.

• Identify opportunities for upselling, cross-selling, and add-on sales.

• Monitor revenue and units sold per executive and take corrective action where performance is below expectations.

• Work closely with Sales, Marketing, Customer Experience, and other relevant teams to improve lead quality and conversion.

• Lead Management & Pipeline Performance

• Ensure leads are contacted promptly and managed effectively throughout the sales cycle.

• Drive adherence to agreed lead response and follow-up SLAs, including 24–48-hour follow-up requirements.

• Monitor contact rates, call attempts, appointments, conversions, and lead ageing.

• Ensure no leads are unnecessarily left unattended, unworked, or without a defined next action.

• Analyze lead performance by source, campaign, product, agent, and customer segment to identify conversion opportunities.

• Provide feedback on lead quality and recommend improvements to lead allocation and targeting.

• Team Performance & Coaching

• Lead, motivate, and develop a high-performing telesales team.

• Conduct regular one-on-one coaching, performance reviews, call listening, and side-by-side coaching sessions.

• Use call recordings, CRM data, QA results, and sales performance data to identify individual coaching opportunities.

• Develop targeted performance improvement plans for underperforming team members.

• Recognize and replicate best practices from high-performing sales executives.

• Build a culture of accountability, ownership, continuous improvement, and customer focus.

• Ensure new team members receive appropriate onboarding, product knowledge, sales process, and systems training.

• Contact Center & CRM Management

• Ensure effective utilization of CRM and other telesales systems.

• Monitor key contact-center metrics including:

• Calls made per hour

• Contact rate

• Average talk time

• Follow-up adherence

• Dialer abandonment rate

• Lead response time

• Agent productivity

• Ensure accurate and timely lead dispositions and customer information within the CRM.

• Maintain high standards of CRM data quality and ensure all customer interactions are properly documented.

• Monitor team adherence to work schedules, attendance, and productivity expectations.

• Identify system, process, and workflow challenges affecting telesales productivity and escalate or resolve them appropriately.

• Customer Experience & Sales Quality

• Ensure the team delivers professional, accurate, and customer-centric sales interactions.

• Partner with Quality Assurance to monitor and improve call quality and sales compliance.

• Maintain agreed team QA and CSAT targets.

• Ensure sales executives accurately communicate product features, pricing, financing terms, payment obligations, and relevant customer information.

• Monitor customer complaints and escalations originating from telesales and implement corrective actions.

• Reduce sales cancellations, returns, and avoidable customer complaints through improved sales quality.

• Reporting & Performance Analytics

• Prepare and present regular telesales performance reports covering sales, conversion, productivity, revenue, quality, and customer outcomes.

• Use data to identify performance trends, bottlenecks, and opportunities for improvement.

• Conduct daily and weekly performance reviews with the team.

• Develop and implement action plans to close performance gaps.

• Provide management with insights and recommendations on lead quality, campaign performance, sales productivity, and customer behavior.

• Maintain accurate forecasts of expected sales and pipeline performance.

• Key Performance Indicators

• Sales & Conversion

• Team sales target achievement

• Lead-to-sale conversion rate

• Appointment-to-sale conversion rate

• Units sold per executive

• Revenue generated

• Upsell, cross-sell, and add-on penetration

• Activity & Productivity

• Calls made per hour

• Contact rate

• Average talk time

• Follow-up SLA adherence

• Lead response time

• Schedule and attendance adherence

• Dialer abandonment rate

• Quality & Customer Experience

• QA score

• Customer Satisfaction (CSAT)

• Complaint and escalation rate

• Cancellation and return rate

• People Leadership

• Coaching completion

• Individual agent performance improvement

• Team engagement and accountability

• Performance management of underperforming executives

• Does this sound like you?

• Bachelor's degree in Business Administration, Sales, Marketing, Customer Experience, or a related field.

• 3+ years of experience in telesales, outbound sales, contact center, or call-center operations, with at least 1–2 years in a supervisory or team leadership position.

• Demonstrated experience managing and achieving sales and conversion targets.

• Experience managing outbound sales teams in a high-volume environment.

• Strong experience with CRM and contact-center/dialer systems

• Strong understanding of sales funnels, lead management, conversion optimization, and pipeline management.

• Demonstrated experience coaching and developing sales executives.

• Strong analytical skills and the ability to interpret sales and contact-center performance data.

• Experience working with performance dashboards and reporting tools is an advantage.

• Experience in PAYGo, fintech, financial services, solar/energy, telecommunications, FMCG, or other high-volume consumer sales environments is an advantage.

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