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).

○ Strong command of Microsoft Office Suite, especially Excel for data analysis.

● Results-Oriented: A strong drive to achieve and exceed targets, with a focus on

continuous improvement.

● Resilience & Adaptability: Ability to thrive in a fast-paced, target-driven, and constantly

evolving sales environment.

● Interpersonal Skills: Strong ability to build rapport, influence, and collaborate effectively

with team members, management, and other departments.

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.