Telesales Supervisor (Contact Center)

Job Purpose

Lead and coach a team of Telesales Agents responsible for managing and enhancing retailer relationships via outbound calls. Act as a bridge between Telesales, Sales teams, Distributors, and relevant cross-functional teams to drive outlet engagement, improve order frequency, and elevate customer satisfaction. Ensure the team executes daily call plans effectively and delivers on key sales and service KPIs.

Key Responsibilities

Team Leadership & Performance Management

- Supervise and monitor daily performance of Telesales Agents (15–20 FTEs).

- Review call quality, sales productivity, and customer engagement metrics.

- Conduct regular coaching and performance feedback, manage underperformance and drive individual development plans.

- Ensure agent adherence to scripts, SOPs, and compliance standards.

Customer Relationship Deepening

- Drive meaningful retailer engagement through structured outbound calls (e.g., order reminders, cross-selling, satisfaction check-ins).

- Oversee customer segmentation and tailor engagement tactics per outlet tier (e.g., platinum, gold, silver).

- Track and improve customer retention, reactivation, and order consistency.

Cross-functional Collaboration

- Act as a key contact point between Telesales, Sales teams, Distributors, and relevant cross-functional teams to resolve operational issues and ensure smooth execution

- Flag customer complaints, sales issues, or supply gaps to the right stakeholders and follow up for resolution.

- Support new campaign rollouts and promotions in coordination with the field sales team.

Reporting & Process Optimization

- Analyze daily/weekly performance dashboards, identify performance gaps and trends, and drive corrective action plans to improve team KPIs.

- Recommend improvements to calling strategy, lead prioritization, or talk tracks.

- Lead or support telesales initiatives and process improvement projects, including new campaigns, pilots, digitalization, and automation

Qualifications & Requirements

• Bachelor's degree in business, Marketing, or related field.
• 1–3 years of experience in telesales or customer engagement, with at least 1 year in a supervisory role.
• Strong understanding of FMCG or retail channel operations is a plus.
• Strong communication, coaching, and problem-solving skills.
• Familiarity with CRM tools, reporting dashboards, and outbound call center software.

Key Success Metrics

• Agent productivity (calls/day, talk time, order conversion)
• Team performance and KPI achievement
• Customer retention & satisfaction
• Call quality (QA scores)
• Distributor/SR feedback score
• Sales contribution from telesales channels

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