Team Leader Manager – Telesales

• Supervise, support and coach production teams (Team Leaders, support staff and sales advisors) through the implementation and monitoring of managerial routines
• Manage schedules, adherence and workforce planning
• Monitor and analyze client and internal performance indicators (KPIs)
• Implement action plans to optimize performance and service quality
• Ensure team upskilling through training, coaching and individual follow-ups
• Provide regular reporting to management and participate in/lead client governance meetings (Flash production, COPROD, COPIL, COQUALI, COSTRAT)
• Actively participate in recruiting advisors and Team Leaders in direct collaboration with HR
• Collaborate with other departments (HR, IT, Quality, etc.) to ensure smooth operations

Requirements

• Strong knowledge and command of CRM systems and telephony software (e.g., Genesys, Avaya, Vocalcom, Diabolocom...)
• Proficiency in KPIs for customer relations/telesales
• Leadership, active listening and pedagogical skills
• Analytical mindset and responsiveness
• Results-oriented with a focus on customer satisfaction
• Ability to motivate and unite teams
• At least 2 years' experience managing Team Leaders or leading an activity/operations function
• English proficiency is a plus

Core Competencies

Demonstrates strong leadership and coaching abilities to enhance team performance and service quality, with a focus on managing KPIs and optimizing operations through effective collaboration and training.

Highest-signal resume keywords

• CRM Systems Proficiency
• Telephony Software Knowledge
• KPI Analysis
• Team Leadership Experience
• Customer Satisfaction Focus

ATS Optimization Keywords

Hard Skills

• KPI Monitoring
• Performance Optimization
• Workforce Planning
• Action Plan Implementation
• Team Upskilling

Soft Skills

• Leadership
• Active Listening
• Pedagogical Skills
• Analytical Mindset
• Motivational Skills

Industry Keywords

• Client Governance Meetings
• Production Teams Management
• Customer Relations
• Telesales

Tools & Technologies

• Genesys
• Avaya
• Vocalcom
• Diabolocom