Telesales Manager

2 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Soum Full time

About Us
We're on a mission to build a marketplace that enables users to buy and sell anything online with convenience, trust, and ease starting in the MENA market. We began with second-hand electronics in KSA, becoming market leaders, and are now expanding to used cars and collectibles. In just two years, we've facilitated hundreds of thousands of transactions across 150+ locations in the Kingdom, maintained 10,000 active listings at any given time, earned the distinction of being the 10th most downloaded e-commerce app in KSA for 2023, and received more than 5 million app downloads.

Role Overview:
The Telesales Manager will lead a dynamic team of telesales agents focused on improving customer experience and engagement. The role involves identifying and addressing customer pain points in their journey on our app or website, providing tailored assistance, and ensuring customers are guided toward successful transactions.

Key Responsibilities:

  1. Team Management:
    Train and mentor telesales agents, fostering a high-performing team. Set clear performance goals, KPIs, and targets for the telesales team. Conduct regular performance reviews and provide actionable feedback.
  2. Customer Engagement:
    Oversee customer interactions, ensuring agents effectively reach out to customers who disengage at various stages of their app or website journey. Collaborate with agents to identify common customer pain points and develop solutions to address them. Monitor and ensure that customers receive timely and personalized assistance, encouraging them to re-engage.
  3. Process Optimization:
    Analyze customer feedback, engagement metrics, and call data to identify trends and areas for improvement. Work closely with the product, UX, and customer service teams to refine processes and features based on insights gathered. Develop and implement strategies to optimize the telesales process and enhance conversion rates.
  4. Reporting and Analysis:
    Generate and present regular reports on team performance, customer insights, and success metrics to leadership. Utilize CRM tools and dashboards to track and analyze customer interactions and team efficiency.
  5. Collaboration:
    Liaise with the marketing and product teams to align on campaigns and ensure consistent messaging. Coordinate with the customer service department to ensure seamless support.
Qualifications and Skills:
  1. Bachelor's degree in Business, Sales, Marketing, or a related field.
  2. 5 years of experience in telesales or customer engagement roles with at least 2 years in a managerial capacity.
  3. Experience within sectors such as insurance, banking, real estate, telecommunications, or e-commerce is highly beneficial.
  4. Proven track record of leading and motivating a telesales team to meet and exceed targets.
  5. Excellent interpersonal and communication skills.
  6. Strong analytical mindset with the ability to interpret data and drive decisions.
  7. Proficient in CRM tools, sales software, and reporting dashboards.
  8. Fluent in Arabic and English (written and spoken).
Preferred Attributes:
  1. Understanding of customer behavior and digital product funnels.
  2. Ability to work in a fast-paced and dynamic environment.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Sales and Business Development

Industries

Retail Apparel and Fashion, Financial Services, and Business Consulting and Services

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