Tele Sales Team Lead

Job Title: Team Leader – Tele Sales

Key Responsibilities

• Lead and manage the day-to-day operations of the Tele Sales team to ensure smooth functioning of the call center.
• Achieve daily, weekly, and monthly tele-sales and fundraising targets.
• Monitor team performance against KPIs, including sales, productivity, quality, and efficiency.
• Recruit, onboard, and coordinate hiring activities in collaboration with the Talent Acquisition team.
• Train, coach, mentor, and motivate tele-sales executives to enhance performance and customer handling skills.
• Conduct regular performance reviews and identify training and development needs.
• Ensure team members have comprehensive knowledge of the organization's services, campaigns, and fundraising initiatives.
• Handle escalated customer/donor complaints and resolve complex queries effectively.
• Monitor inbound and outbound call activities to maximize productivity and resource utilization.
• Analyze call center reports, sales performance, and operational metrics to identify improvement opportunities.
• Prepare and submit daily, weekly, and monthly performance reports to management.
• Ensure adherence to quality standards, scripts, compliance policies, and service guidelines.
• Maintain high levels of customer satisfaction through effective service delivery.
• Set individual and team performance goals and track progress regularly.
• Conduct call monitoring and quality evaluations at least once every five working days.
• Identify top performers and recognize achievements while providing coaching to underperforming team members.
• Organize regular team meetings to review performance, communicate updates, discuss targets, and address concerns.
• Provide timely feedback and operational updates to senior management regarding targets, staffing, and performance.
• Ensure efficient utilization and maintenance of tele-sales equipment and office assets.
• Foster teamwork, accountability, and a positive work environment.
• Implement process improvements to enhance call center efficiency, service quality, and overall team performance.

Required Skills & Competencies

• Strong leadership and team management abilities.
• Excellent communication, coaching, and interpersonal skills.
• Proven experience in tele-sales, fundraising, or call center operations.
• Strong analytical and reporting skills with the ability to interpret performance metrics.
• Excellent problem-solving and decision-making capabilities.
• Customer service and complaint resolution expertise.
• Ability to motivate teams and drive sales performance.
• Proficiency in CRM systems, MS Office, and call center reporting tools.
• Strong organizational and time management skills.
• Ability to work under pressure and achieve performance targets.