Team Leader – Telesales – Retail Banking Group

About the role

The Team Leader will manage a group of Telesales Agents within the Retail Banking division, ensuring that all telesales activities are aligned with sales targets. This role involves developing and implementing telesales strategies, monitoring performance, and driving productivity through both system and human resource optimization.

Key responsibilities

• Lead and coach a team of Telesales Agents to achieve challenging sales targets and maintain service standards.
• Develop, implement, and continuously refine telesales strategies, objectives, and game plans.
• Monitor performance metrics, conduct call monitoring, and provide feedback to improve agent efficiency.
• Recruit, train, certify, and deploy Telesales Agents, designing scripts and product presentations for various campaigns.
• Plan and recommend technology solutions to increase automation, streamline processes, and boost productivity.
• Generate competitive knowledge, set benchmark standards, and measure cost efficiency of telesales operations.
• Schedule projects, manage lead generation capacity, and ensure unqualified leads remain below 3%.
• Conduct performance appraisals, MBO reviews, and make decisions on work shifts, breaks, and leave applications.