Telesales Team Leader

As a Telesales Team Leader, you will be a key contributor, managing a team of telesales operators and ensuring efficiency of their activities. Your efficiency at this position will be measured by achievement of your personal KPIs as well as by achievement of your team members KPIs. You need to be able to know and keep lead handling standards on the required level, facilitate coaching and training sessions to enhance team skills. You’ll play a crucial role in optimising team performance and ensuring customer satisfaction.

What you’ll do:

• Manage an international team of Telesales Operators providing its efficiency.

• Monitor agents’ calls, emails, and interactions to ensure achievement of KPIs, adherence to daily tasks and lead handling standards.

• Evaluate tele sales interactions based on QA Scoring, script adherence, communication effectiveness, and CRM accuracy.

• Provide daily and monthly reports on team performance, leads performance, and client satisfaction, addressing any challenges or pain points and making analysis and comments of the figures provided.

• Ensure proper communication with all interacting departments (Sales, Marketing, Tech support, HR etc.)

• Actively come with suggestions how to increase efficiency and enhance processes.

• Monitor lead handling processes to ensure achievement of lead qualification ratios, raising challenges hindering success.

• Ensure timely handling of fresh leads and conduct training sessions to enhance team skills, followed by on-spot coaching for improvement.

• Keep your team members highly motivated by assuring fair appreciation of their results and engagement in overall compensation plan development.

• Conducting of the contests among operators and taking active part in their development and launch.

• Conduct team and one-on-one meetings to ensure alignment with company strategies and gauge team satisfaction and engagement levels.

• Handle additional tasks assigned by managers or stakeholders promptly and professionally.

What we’re looking for:

• Excellent verbal and written communication skills.

• Knowledge of key metrics for contact centre operations and ability to use them for efficiency gain.

• Proficiency in monitoring calls, emails, and other interactions for adherence to scripts and effective communication.

• Strong skills in CRM system data entry and accuracy.

• Strong analytical skills to interpret data and generate meaningful reports on team and lead performance.

• Proficiency in using CRM systems and other relevant tools for data analysis.

• Knowledge of contact centres’ tech solutions and understanding of main processes

• Proven ability to conduct effective training sessions for tele sales teams.

• Strong organizational and time management skills to ensure leads are attended to promptly.

• Ability to handle additional tasks assigned by managers or stakeholders in a timely and accurate manner.

• Ability to identify challenges in lead handling processes and propose solutions.

• Ability to motivate and inspire the team to achieve their targets.

What We Can Offer:

• Working visa and Emirates ID.
• Competitive pays, benefits, and bonuses.
• Dynamic and collaborative working culture.
• Access to training and development programs to enhance your skills and advance your career.
• Comprehensive work residency and medical insurance coverage.
• TOP-3 Best Workplace 2024 in the UAE.
• Accredited as a GREAT PLACE TO WORK in the UAE for 3 years in a row.
• Leading company in the UAE market with 15 years of experience.
• Top-selling broker with all major UAE developers.
• Recipient of the International Property Awards 2022 for “Best Real Estate Agency Marketing.”
• Awarded with the Feefo Platinum Service Award 2024 for delivering exceptional customer service in the real estate industry.

Hiring Flow:

If you believe that the Digital Marketing Manager role aligns with your career goals, kindly submit your CV in English. The hiring process involves the following steps:

Recruiter Interview: A chance for us to get to know each other better.

Hiring Manager Interview: An opportunity to meet key team members and delve into job details.

We look forward to welcoming talented individuals to contribute to Metropolitan success stories.