Team Leader – Telesales Operations (Retail Banking)

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. You will develop and implement telesales strategies, monitor performance metrics, and drive productivity and efficiency across the team.

Key responsibilities

• Lead and coach a team of telesales agents to achieve and exceed sales targets.
• Design, implement and continuously improve telesales strategies and objectives.
• Monitor, evaluate and measure performance using defined metrics to ensure top productivity.
• Maintain service standards and keep the percentage of unqualified leads below 3%.
• Organise short‑term workshops to set goals, identify buying motives and develop winning sales tactics.
• Collaborate with Sales Approach Development Manager and CKBM on calling programmes and list quality.
• Plan project schedules, capacity and resource allocation to sustain consistent conversion rates.
• Generate competitive knowledge, benchmark standards and improve cost efficiency of telesales operations.
• Recommend technology solutions to increase automation and streamline processes.
• Design scripts, conduct call monitoring, provide coaching and feedback, and run product‑knowledge quizzes.
• Recruit, train, certify and deploy telesales agents, ensuring adequate staffing and list availability.
• Make decisions on shift scheduling, leave management and process improvements to enhance lead generation and customer satisfaction.