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 the achievement of sales targets and ensuring high‑quality lead generation. The role involves designing strategies, monitoring performance, and continuously improving processes to maximise productivity.

Key responsibilities

• Develop and implement telesales strategies, set challenging sales targets and ensure they are met.
• Monitor service standards, evaluate performance metrics and take corrective actions to maintain top productivity.
• Maintain unqualified lead rate below 3% and oversee accurate lead qualification.
• Plan and execute short‑term workshops to define goals, identify buying motives and create winning sales tactics.
• Collaborate with Sales Approach Development Manager and CKBM to secure appropriate calling lists and programmes.
• Measure and improve cost efficiency through optimal resource utilisation and technology automation.
• Design performance metrics, conduct call monitoring, provide coaching and feedback to agents.
• Recruit, train, certify and deploy telesales agents, and develop product‑specific scripts.

Required profile

• Proven experience leading telesales or call‑center teams and delivering sales‑lead targets.
• Strong decision‑making ability regarding strategy, processes, staffing and shift planning.
• Excellent analytical skills to generate competitive knowledge, benchmark standards and drive continuous improvement.
• Ability to design and deliver training, conduct performance appraisals and manage MBO reviews.