Team Leader - Telesales

Big Ticket

Lead and coach a large outbound team to hit monthly revenue quotas (multi million dollar operation), driving conversion, contact rate, and talk time quality.

• Own dialler operations and campaign execution Such as: lead lists, pacing, retry logic, contact windows, dispositions to maximise connects and closes.
• Drive core sales KPIs like: conversion rate, revenue per hour (RPH), contact rate
• Take ownership of high value calls and escalations, ensuring accurate product knowledge, compliant selling, and brand safe outcomes.
• Partner with Marketing, Digital, Retail Operations, Compliance to align scripts, offers, lead flows, and timing around promotions and live draws.
• Oversee workforce planning (forecasting, scheduling, intraday management) across shifts; balance capacity and skills to meet targets and SLAs.
• Run coaching, call listening, calibrations, refreshers to uplift capability and consistency.
• Maintain clean CRM/pipeline hygiene; produce clear daily/weekly/monthly reports with insights and actions.
• Ensure responsible play, consent/DNC, data privacy, payment/security adherence across all calls and processes.
• Continuously A/B test scripts, simplify SOPs, and remove friction points to improve efficiency and customer experience.
• Develop talent; build a strong bench of seniors/coaches and a high engagement culture that retains top performers.

Skills Required

• Proven leadership of outbound telesales teams in high volume call centre environments, with consistent delivery against seven figure monthly targets.
• Hands on with diallers, CRM/scripting, QA, and reporting tools.
• Strong coaching and performance management skills; calm, decisive, and resilient under pressure.
• Data driven and comfortable with dashboards, funnel metrics, and root cause analysis.
• Excellent verbal communication and negotiation; English required, additional languages are an advantage.
• Solid understanding of consent/DNC, privacy, call recording, and customer protection standards.