Assistant Team Leader – Telesales Operations

About the role

The Assistant Team Leader will manage a team of telesales agents within the Retail Banking Group, driving lead generation and ensuring sales targets are met. This role involves developing strategies, monitoring performance, and optimizing processes to achieve high productivity.

Key responsibilities

• Manage and coach a team of telesales agents to meet and exceed sales lead targets.
• Develop and implement telesales strategies, set challenging targets, and monitor achievement.
• Maintain service standards, evaluate performance, and ensure productivity and efficiency.
• Ensure unqualified leads remain below 3% and oversee project execution, including workshops and goal setting.
• Liaise with Sales Approach Development Manager and CKBM for calling programs and list management.
• Plan and recommend technology solutions to increase automation and streamline processes.
• Design performance metrics, conduct call monitoring, coaching, and provide feedback.
• Recruit, train, certify, and deploy telesales agents; develop scripts for product presentations.
• Make decisions on shift scheduling, leave applications, and overall telesales strategy.

Required profile

• Proven experience leading telesales or call‑center teams and achieving sales targets.
• Strong decision‑making ability regarding strategy, processes, and training requirements.
• Experience conducting performance appraisals, MBO reviews, and managing workforce scheduling.
• Ability to analyze lead quality, maintain low unqualified‑lead rates, and improve cost efficiency.
• Excellent communication skills for coaching, feedback, and stakeholder liaison.