Telesales Manager

To support our growth plans, we seek to recruit a collaborative, dynamic and results-driven individual to join us as Telesales Manager

The Telesales Manager will lead and manage the telesales teams for both Noel and Humming, overseeing day-to-day operations, sales performance, and service quality. This role is responsible for ensuring that individual agents and the overall department consistently achieve their sales targets, while maintaining high standards of customer service over the phone.

Reporting to the Group Sales Manager, the Telesales Manager will also play an active role in developing and executing sales strategies, analysing performance data, ensuring timely payment collection, and collaborating closely with supporting departments such as Marketing, Finance, and Operations to drive business growth and operational efficiency.

Responsibilities:

1. Sales Management & Performance

2. Lead, motivate, and manage the Noel and Humming telesales teams to achieve both individual and departmental sales targets.

3. Monitor daily and monthly sales performance, ensuring timely follow-up on leads and closing of sales opportunities.
4. Analyse sales data and trends to identify opportunities for improvement and implement corrective actions where necessary.

5. Participate in developing and executing sales strategies and campaigns to drive revenue growth.

6. Customer Service & Quality Assurance

7. Ensure telesales agents deliver excellent customer service and uphold the company's service standards during all interactions.

8. Regularly review call quality, provide coaching and feedback to enhance service delivery and conversion rates.

9. Handle escalation cases professionally and ensure prompt resolution of customer issues.

10. Credit Control & Payment Collection

11. Work closely with the Finance team to ensure timely collection of payments from customers.

12. Monitor outstanding accounts and follow up proactively with customers to minimise overdue receivables.

13. Support the sales team in resolving payment-related issues and ensure adherence to company credit terms.

14. Operational & Administrative Responsibilities

15. Generate and maintain sales reports, performance summaries, and other management updates.

16. Manage departmental budget, monitor expenses, and ensure adherence to financial plans.

17. Oversee daily administrative tasks including updating records, tracking performance, and managing incentives.

18. Collaboration & Cross-Functional Coordination

19. Work closely with the Marketing team to ensure availability of sales collaterals, promotional materials, and campaign updates.

20. Collaborate with other departments (Operations, IT, and Finance) to ensure smooth execution of sales and fulfilment processes.

21. Provide input and feedback on system enhancements or processes to improve team efficiency.

22. Leadership & Team Development

23. Coach, mentor, and develop telesales agents to enhance their selling skills and customer engagement capabilities.

24. Foster a positive and motivating team environment to drive performance and retention.
25. Conduct regular team meetings and communicate department goals, updates, and initiatives.

Requirements:

• Diploma or Degree in Business, Marketing, or related field.
• Minimum 5 years of telesales or customer service experience, with at least 2 years in a supervisory or managerial role.
• Proven track record in achieving sales targets and managing high-performance teams.
• Strong communication, leadership, and analytical skills.
• Proficient in Microsoft Excel, ERP and CRM systems
• Customer-oriented with a passion for driving results through people and process

Interested candidates may write-in with detailed resume stating qualifications, working experiences, last drawn salary and availability.