Telesales Manager

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**:

- ** 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.

**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.

**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.

**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.

**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**:

- Bachelor’s degree in Business, Sales, Marketing, or a related field.
- ** 5 years of experience** in telesales or customer engagement roles with at least **2 years in a managerial**capacity**.
- Experience within sectors such as **insurance**, **banking**, **real estate**, **telecommunications**, or **e-commerce** is highly beneficial.
- Proven track record of leading and motivating a telesales team to meet and exceed targets.
- Excellent interpersonal and communication skills.
- Strong analytical mindset with the ability to interpret data and drive decisions.
- Proficient in CRM tools, sales software, and reporting dashboards.
- Fluent in **Arabic** and **English** (written and spoken).

**Preferred Attributes**:

- Understanding of customer behavior and digital product funnels.
- Ability to work in a fast-paced and dynamic environment.