Role OverviewThe Sales Contact Centre Team Leader is responsible for leading and managing a team of sales agents to maximise revenue opportunities and exceed sales targets. This role combines management, coaching, and operational oversight to ensure the delivery of high-quality customer interactions, efficient sales processes, and consistent achievement of performance metrics. The Team Leader plays a key role in creating a performance-driven culture, aligning team practices with strategic sales objectives, and ensuring compliance with company policies and industry regulations.Key ResponsibilitiesOperational & Sales ManagementSet performance targets for agents and monitor progress daily, weekly, and monthly.Manage sales metrics including activations, conversion rates, QA scores, lead utilisation, and productivity.Track and analyse KPIs; prepare and deliver performance reports to management.Oversee outbound and inbound campaigns, ensuring scripts and processes are optimised for sales conversion.Ensure accurate allocation of leads and efficient use of work queues.Implement and enforce sales procedures and policies with a customer-centric approach.People LeadershipConduct regular one-on-one and team performance reviews.Actively manage non-performance through coaching and formal improvement processes.Recruit, onboard, and retain skilled sales agents.Provide ongoing coaching, training, and mentoring to enhance sales techniques, objection handling, and upselling.Foster a culture of accountability, motivation, and teamwork.Quality & ComplianceMonitor call quality and customer service standards through call listening and quality checks.Address escalated customer issues promptly and effectively.Ensure adherence to operational processes, compliance regulations, and company standards.Continuous ImprovementCollaborate with marketing to leverage campaigns and maximise sales opportunities.Analyse contact centre data to improve efficiency, shift patterns, and conversion rates.Recommend and implement process improvements to enhance productivity and customer satisfaction.Skills & CompetenciesStrong leadership and people management skills.Proven ability to drive sales performance in a high-pressure, target-driven environment.Excellent communication, coaching, and motivational skills.Strong analytical and problem-solving abilities.Customer-focused mindset with a commitment to service excellence.Ability to manage conflict and disciplinary processes fairly and effectively.Adaptability to changing business needs and technologies.RequirementsMinimum 3-year relevant qualification (Sales or Marketing).Minimum 5 years sales contact centre experience, with at least 2 years in a supervisory or team leader role (ISP industry experience preferred).Proven track record of meeting and exceeding sales targets.Proficient in English (written and verbal).Familiarity with contact centre KPIs, reporting, and operational processes.Should you not receive a response within 10 working days, please consider your application unsuccessful.
