Pendulum Motion

Job Context Pendulum Motion is looking for a highly motivated, hands-on, and results-driven Telesales & Customer Support Team Leader to lead and manage its telesales and customer support operations. The ideal candidate will be responsible for team recruitment, training, performance management, quality assurance, sales target achievement, and overall operational excellence. Key Responsibilities ✔ Lead and manage the day-to-day operations of the telesales and customer support team. ✔ Recruit, interview, onboard, and train telesales and customer support agents. ✔ Conduct training on products, communication, customer service, telesales techniques, objection handling, and sales closing. ✔ Develop and update call scripts, sales pitches, coaching materials, and quality guidelines. ✔ Set, monitor, and evaluate individual and team KPIs, including call volume, conversion rate, sales performance, productivity, attendance, and quality scores. ✔ Monitor live and recorded calls, conduct quality audits, and ensure compliance with company standards. ✔ Provide regular coaching, structured feedback, and performance improvement plans to team members. ✔ Identify performance gaps and implement timely corrective actions. ✔ Ensure achievement of daily, weekly, and monthly sales and service targets. ✔ Prepare and review daily, weekly, and monthly operational and performance reports. ✔ Utilize CRM, dialer, ticketing, and reporting systems to monitor leads, customer interactions, follow-ups, and sales activities. ✔ Analyze operational reports to identify trends, opportunities, and areas for improvement. ✔ Manage staff rosters, shift schedules, attendance, leave planning, and manpower allocation. ✔ Handle customer escalations and ensure prompt and satisfactory resolution. ✔ Coordinate with management, clients, technical teams, and other departments to ensure smooth operations. ✔ Maintain team discipline, service quality, and a high-performance, target-driven work environment. ✔ Support the launch, execution, and management of multiple telesales and customer support campaigns. ✔ Perform any other operational or team management responsibilities assigned by management.