Telesales & Customer Support Team Lead

Job Description

Title: Telesales & Customer Support Team Lead

Company Name: Pendulum Motion

Vacancy: 02

Age: 20 to 50 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 2 to 5 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center, E-commerce

• Bachelor/Honors

• 2 to 5 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center, E-commerce

• Age 20 to 50 years

• Minimum 2–3 years of practical experience in a telesales-oriented, call center, BPO, customer service, or target-driven sales organization.

• Must have hands-on experience in managing telesales agents and achieving team sales targets.

• Proven ability to recruit, train, coach, and improve the performance of telesales and customer support agents.

• Strong understanding of KPIs such as call productivity, conversion rate, follow-up rate, sales achievement, attendance, and quality score.

• Experience in call monitoring, quality evaluation, structured feedback, and performance improvement planning.

• Practical knowledge of CRM, dialer, call center software, reporting tools, and Microsoft Excel.

• Experience with Vicidial or a similar dialer will be an advantage.

• Must be capable of preparing rosters, managing attendance and shifts, and ensuring adequate manpower coverage.

• Strong communication, leadership, problem-solving, and decision-making skills.

• Must be result-oriented, accountable, and comfortable working under sales pressure.

• Candidates should be able to provide specific examples of targets achieved, team size managed, and performance improvements delivered.

• Candidates without hands-on telesales experience are discouraged from applying.

Job Context

Pendulum Motion is looking for a highly motivated, hands-on, and result-oriented professional to lead its telesales and customer support team.

The selected candidate will be responsible for recruitment, training, team supervision, KPI monitoring, quality control, sales target achievement, reporting, rostering, and overall operational performance.

This role is ideal for someone who has practical experience in a telesales-oriented company and can build, coach, and manage a high-performing team through proper execution, monitoring, and accountability.

Job Responsibilities

·        Lead and manage telesales and customer support operations.

·        Recruit, interview, select, and onboard suitable telesales and customer support agents.

·        Conduct product, communication, customer service, telesales, objection-handling, and closing training.

·        Prepare and improve call scripts, sales pitches, objection-handling guidelines, and coaching materials.

·        Set and monitor individual and team KPIs, including call volume, conversion rate, sales achievement, productivity, attendance, and quality score.

·        Monitor live and recorded calls and conduct regular quality checks.

·        Provide structured feedback, coaching, and performance improvement plans.

·        Identify weak performers and take timely corrective action.

·        Ensure achievement of daily, weekly, and monthly sales targets.

·        Prepare and review daily, weekly, and monthly performance reports.

·        Use dialer, CRM, ticketing, and reporting systems to monitor calls, leads, follow-ups, sales, and customer interactions.

·        Analyze dialer and CRM reports to identify performance gaps and improvement opportunities.

·        Prepare and manage agent rosters, shifts, attendance, leave, and manpower requirements.

·        Handle customer escalations and ensure timely resolution.

·        Coordinate with management, clients, technical teams, and other departments as required.

·        Maintain team discipline, service quality, and a target-driven work culture.

·        Support the launch and management of multiple telesales and customer support campaigns.

• Festival Bonus: 2

·        Competitive salary based on experience and capability

·        Performance-based incentives

·        Festival bonus

·        Professional growth opportunity

·        Exposure to multiple telesales and customer support campaigns