Telesales Team Lead at SunCulture Kenya Ltd

Key Responsibilities:

Sales & Revenue Leadership

• Lead the telesales team to consistently achieve and exceed monthly and quarterly sales targets.
• Drive improvements in lead-to-sale and appointment-to-sale conversion rates.
• Monitor team sales performance and identify opportunities to improve conversion at each stage of the sales funnel.
• Set daily and weekly performance expectations and ensure the team remains on track to achieve targets.
• Identify opportunities for upselling, cross-selling, and add-on sales.
• Monitor revenue and units sold per executive and take corrective action where performance is below expectations.
• Work closely with Sales, Marketing, Customer Experience, and other relevant teams to improve lead quality and conversion.

Lead Management & Pipeline Performance

• Ensure leads are contacted promptly and managed effectively throughout the sales cycle.
• Drive adherence to agreed lead response and follow-up SLAs, including 24–48-hour follow-up requirements.
• Monitor contact rates, call attempts, appointments, conversions, and lead ageing.
• Ensure no leads are unnecessarily left unattended, unworked, or without a defined next action.
• Analyze lead performance by source, campaign, product, agent, and customer segment to identify conversion opportunities.
• Provide feedback on lead quality and recommend improvements to lead allocation and targeting.

Team Performance & Coaching

• Lead, motivate, and develop a high-performing telesales team.
• Conduct regular one-on-one coaching, performance reviews, call listening, and side-by-side coaching sessions.
• Use call recordings, CRM data, QA results, and sales performance data to identify individual coaching opportunities.
• Develop targeted performance improvement plans for underperforming team members.
• Recognize and replicate best practices from high-performing sales executives.
• Build a culture of accountability, ownership, continuous improvement, and customer focus.
• Ensure new team members receive appropriate onboarding, product knowledge, sales process, and systems training.

Contact Center & CRM Management

• Ensure effective utilization of CRM and other telesales systems.
• Monitor key contact-center metrics including:
  • Calls made per hour
  • Contact rate
  • Average talk time
  • Follow-up adherence
  • Dialer abandonment rate
  • Lead response time
  • Agent productivity
• Ensure accurate and timely lead dispositions and customer information within the CRM.
• Maintain high standards of CRM data quality and ensure all customer interactions are properly documented.
• Monitor team adherence to work schedules, attendance, and productivity expectations.
• Identify system, process, and workflow challenges affecting telesales productivity and escalate or resolve them appropriately.

Customer Experience & Sales Quality

• Ensure the team delivers professional, accurate, and customer-centric sales interactions.
• Partner with Quality Assurance to monitor and improve call quality and sales compliance.
• Maintain agreed team QA and CSAT targets.
• Ensure sales executives accurately communicate product features, pricing, financing terms, payment obligations, and relevant customer information.
• Monitor customer complaints and escalations originating from telesales and implement corrective actions.
• Reduce sales cancellations, returns, and avoidable customer complaints through improved sales quality.

Reporting & Performance Analytics

• Prepare and present regular telesales performance reports covering sales, conversion, productivity, revenue, quality, and customer outcomes.
• Use data to identify performance trends, bottlenecks, and opportunities for improvement.
• Conduct daily and weekly performance reviews with the team.
• Develop and implement action plans to close performance gaps.
• Provide management with insights and recommendations on lead quality, campaign performance, sales productivity, and customer behavior.
• Maintain accurate forecasts of expected sales and pipeline performance.

Key Performance Indicators

Success in this role will be measured across the following areas:

Sales & Conversion

• Team sales target achievement
• Lead-to-sale conversion rate
• Appointment-to-sale conversion rate
• Units sold per executive
• Revenue generated
• Upsell, cross-sell, and add-on penetration

Activity & Productivity

• Calls made per hour
• Contact rate
• Average talk time
• Follow-up SLA adherence
• Lead response time
• Schedule and attendance adherence
• Dialer abandonment rate

Quality & Customer Experience

• QA score
• Customer Satisfaction (CSAT)
• Complaint and escalation rate
• Cancellation and return rate

People Leadership

• Coaching completion
• Individual agent performance improvement
• Team engagement and accountability
• Performance management of underperforming executives

Does this sound like you?

• Bachelor's degree in Business Administration, Sales, Marketing, Customer Experience, or a related field.
• 3+ years of experience in telesales, outbound sales, contact center, or call-center operations, with at least 1–2 years in a supervisory or team leadership position.
• Demonstrated experience managing and achieving sales and conversion targets.
• Experience managing outbound sales teams in a high-volume environment.
• Strong experience with CRM and contact-center/dialer systems
• Strong understanding of sales funnels, lead management, conversion optimization, and pipeline management.
• Demonstrated experience coaching and developing sales executives.
• Strong analytical skills and the ability to interpret sales and contact-center performance data.
• Experience working with performance dashboards and reporting tools is an advantage.
• Experience in PAYGo, fintech, financial services, solar/energy, telecommunications, FMCG, or other high-volume consumer sales environments is an advantage.