Team Leader – Telesales Operations (Retail Banking)

About the role

The Team Leader will manage a group of Telesales Agents within the Retail Banking division, driving sales performance and ensuring high‑quality lead generation. This role combines strategic planning, operational oversight, and hands‑on coaching to meet and exceed sales targets.

Key responsibilities

• Lead and motivate a team of Telesales Agents to achieve defined sales and lead‑generation targets.
• Develop, implement and continuously refine telesales strategies, setting challenging yet achievable goals.
• Monitor service standards, evaluate performance metrics, and ensure unqualified leads remain below 3%.
• Organise short‑term workshops to define goals, identify buying motives, and create winning sales approaches.
• Collaborate with Sales Approach Development Manager and CKBM to secure appropriate calling lists and programs.
• Plan and schedule projects to generate leads, balancing capacity for consistent conversion rates.
• Measure and improve cost efficiency through optimal resource utilisation and technology automation.
• Design performance metrics, conduct call monitoring, provide coaching, and deliver product‑knowledge quizzes.
• Recruit, train, certify and deploy Telesales Agents, creating effective scripts for each campaign.
• Make decisions on shift scheduling, leave management, and continuous process improvements.

Required profile

• Proven experience leading telesales or call‑center teams and meeting sales targets.
• Strong analytical ability to design performance metrics and evaluate results.
• Excellent communication and coaching skills to develop agents.
• Capability to develop and execute strategic telesales plans.
• Ability to manage resources, schedules and project timelines effectively.

Required skills

What we offer

• Opportunity to lead a high‑performing team within a leading retail banking group.
• Exposure to strategic sales initiatives and technology‑driven process improvements.
• Professional development through coaching, workshops and performance management.