Inbound Sales Team Lead

Abwaab

Team Leadership & Operations

• Supervise daily inbound sales operations and ensure team adherence to performance standards.

• Monitor call and message handling to ensure professional, courteous, and accurate customer communication.

• Allocate tasks, manage schedules, and ensure full coverage during working hours.

• Conduct regular one-on-one coaching sessions and performance reviews.

Sales Performance & Growth

• Set and track individual and team KPIs related to conversion, response time, and customer satisfaction.

• Analyze daily and weekly reports to identify performance gaps and opportunities.

• Lead by example in handling high-value or complex customer interactions.

• Support the team in achieving upselling and cross-selling goals.

Customer Experience & Quality Assurance

• Ensure the team consistently delivers exceptional service quality and problem resolution.

• Review and address escalated customer cases, coordinating with other departments when needed.

• Implement best practices in customer communication and feedback handling.

Training & Development

• Onboard and train new agents on scripts, CRM systems, and product knowledge.

• Facilitate continuous learning and soft-skill development within the team.

• Share insights with management to improve processes and customer engagement strategies.

Reporting & Coordination

• Prepare regular performance reports and share key observations with management.

• Collaborate with the marketing and operations teams to align on campaigns and promotions.

• Ensure all orders, communications, and transactions are logged accurately in the CRM.