Human Resource Management à Afrique du Sud

Reporting: HR and Customer Experience Executive.

Employment Type: Permanent.

The Telesales Manager will be responsible for leading, motivating, and supervising a team of Telesales representatives in promoting and selling the credit bureau’s products and services to prospective clients. This role ensures the team meets or exceeds sales targets while maintaining compliance with industry regulations and internal policies. The ideal candidate is both sales-driven and customer-focused, with a solid understanding of credit information services and financial data products.

Key Responsibilities:

Team Leadership and Management

• Lead and manage a telesales team to achieve daily, weekly, and monthly sales targets.
• Monitor individual and team performance using KPIs, and provide regular coaching, feedback, and training.
• Conduct daily sales huddles, motivational activities, and weekly performance reviews.
• Create shift schedules, assign tasks, and ensure adequate staffing coverage.
• Foster a positive, competitive, and collaborative sales environment.

Sales Strategy and Execution

• Drive outbound telesales campaigns targeting individuals or businesses needing credit reports, monitoring services, or decisioning tools.
• Support the development and execution of telesales scripts and campaigns.
• Collaborate with the marketing team to convert inbound leads and develop tailored campaigns.
• Identify market opportunities and provide recommendations to improve offerings.

Client Engagement and Support

• Handle escalated customer queries or complaints and ensure resolution in a professional manner.
• Ensure the team delivers exceptional service to maintain strong client relationships.
• Stay informed about credit bureau products and financial trends to guide the team effectively.

Compliance and Reporting

• Ensure adherence to compliance standards, especially with data privacy laws (POPIA).
• Maintain accurate records of team activities and sales through CRM and reporting tools.
• Generate performance reports and provide analysis and insights to senior management.
• Participate in audits and contribute to risk management and quality assurance efforts.

Qualifications & Experience:

• Education: Diploma or bachelor’s degree in business, Marketing, Finance, or related field.
• Experience:
• 5+ years in telesales or call Centre sales, ideally in a credit bureau, financial services, or fintech environment.
• Minimum of 3 years in a supervisory or team lead role
• Proven track record in meeting or exceeding sales targets.
• Experience with CRM systems and call Centre technology.
• Strong leadership, coaching, and motivational skills.
• Excellent communication and interpersonal skills.
• Ability to analyze performance metrics and adjust strategies accordingly.
• Understanding of credit bureau services, scoring systems, and regulatory requirements.
• High attention to detail and commitment to data integrity.
• Sales-driven mindset with a customer-first approach.
• Resilience, adaptability, and time management.

• Mid-Senior level

• Full-time

• Sales and Business Development

• Information Services