Sales Team Leader

Transcom

Job Summary:

The Sales Team Leader for the account is responsible for leading, motivating, and developing a

team of sales agents to consistently achieve and exceed sales targets and key performance

indicators (KPIs). This role involves hands-on coaching, performance monitoring, fostering a

high-performance sales culture, and ensuring adherence to sales processes and quality

standards for the Talabat customer base, primarily through inbound or outbound customer

interactions.

Key Responsibilities:

Team Leadership & Motivation: Lead, inspire, and motivate a team of Sales Agents to

achieve individual and team sales targets, fostering a positive and results-driven work

environment.

Performance Management:

Monitor daily, weekly, and monthly sales performance against targets (e.g.,

conversion rates, average order value, new customer acquisition, retention

rates).

Conduct regular one-on-one coaching sessions, call/chat listening, and feedback

sessions with agents to identify development areas and improve sales

techniques, objection handling, and product knowledge.

Implement performance improvement plans for underperforming agents and

recognize top performers.

Sales Target Achievement: Drive the team to meet and exceed assigned sales quotas

and KPIs, contributing directly to the growth of the Talabat account.

Coaching & Development:

Provide expert guidance on sales pitches, cross-selling, upselling, and closing

techniques tailored to Talabat's offerings.

Train agents on new sales campaigns, product updates, and system

functionalities.

Ensure agents possess comprehensive knowledge of Talabat's services,

promotions, and customer value propositions.

Quality Assurance & Compliance:

Monitor sales interactions to ensure adherence to Transcom's quality standards,

Talabat's sales guidelines, and all regulatory compliance requirements.

Ensure accurate and timely logging of sales activities in the CRM system.

Issue Resolution & Escalation: Handle escalated sales-related customer queries or

complex interactions that require Team Leader intervention, ensuring customer

satisfaction and successful sales outcomes.

Reporting & Analysis:

Generate and analyze sales performance reports, identify trends, and provide

actionable insights to the Sales Manager and Operations Manager.

Forecast team sales performance and contribute to strategic planning.

Operational Efficiency: Monitor agent adherence, optimize schedules, and manage

team resources to ensure optimal coverage and productivity during peak periods.

Collaboration: Work closely with the Quality Assurance, Training, Workforce

Management, and Client Relationship teams to ensure alignment and continuous

improvement.

Key Performance Indicators (KPIs):

Team Sales Target Achievement: Consistently meeting or exceeding assigned sales

quotas (e.g., number of new customers, revenue generated).

Conversion Rate: Percentage of leads or contacts converted into sales.

Quality Score: Adherence to sales process, product knowledge, and compliance in

interactions.

Agent Performance Metrics: Improvement in individual agent sales metrics (e.g.,

personal conversion rates, sales per hour).

Team Adherence & Absenteeism: Maintaining optimal team productivity.

Employee Engagement & Retention: Building a motivated and stable team.

Qualifications & Skills:

Experience:

Minimum 2-3 years of experience in a sales-focused contact center environment.

At least 1 year of proven experience in a Team Leader or Supervisory role,

specifically managing a sales team.

Demonstrated track record of achieving and exceeding sales targets, preferably

within the e-commerce, food delivery, or similar service industry.

Direct experience with F&B Apps is a significant advantage.

Sales Acumen: Deep understanding of sales methodologies, closing techniques,

objection handling, and customer psychology in a sales context.

Leadership & Coaching: Exceptional leadership skills with the ability to inspire,

motivate, coach, and develop a sales team to achieve high performance.

Communication Skills:

Excellent verbal communication skills (persuasive, clear, concise).

Strong written communication skills for internal reporting and agent feedback.

Analytical & Data-Driven: Ability to analyze sales data, identify trends, draw

conclusions, and make data-backed decisions to improve performance.

Problem-Solving: Strong ability to diagnose performance issues, identify root causes,

and implement effective solutions.

Technical Proficiency:

Proficient in using CRM systems for sales tracking and reporting.

Familiarity with contact center technologies (e.g., dialers, chat platforms, WFM

tools).

What We Offer:

A dynamic and challenging role in a leading global BPO company.

Significant opportunity to drive business growth and impact sales performance.

Exposure to a leading e-commerce brand (Talabat).

Professional development and career advancement opportunities.

Competitive salary, performance-based incentives and commission scheme, and

comprehensive benefits package.