Operations Team Leader-

2 weeks ago

New Cairo, Cairo, Egypt Konecta Full time

Job Title: Team Leader – Lenovo Inbound Sales Program

Reports to: Operations Manager

Manages: ~15 Agents

Role Summary:

The Team Leader (TL) is responsible for managing day-to-day team operations, performance, and development of approximately 15 Tier 1 Telesales Agents. The TL serves as the first line of leadership, ensuring sales targets, customer satisfaction, and quality metrics are consistently met. This role balances coaching, performance analytics, and client-specific expectations to maintain a high-performing Lenovo telesales team. The TL plays a pivotal frontline leadership role,as this position is accountable for delivering on key performance metrics such as sales conversion, customer satisfaction (CSAT), first contact resolution (FCR), and adherence to Lenovo's quality and compliance standards.

As a team coach, motivator, and performance manager, the Team Leader ensures each agent is engaged, trained, and equipped to meet their individual and collective goals. The TL acts as a critical communication bridge between frontline agents and operational leadership, providing real-time insights, flagging risks, and implementing improvement actions. They conduct regular huddles, one-on-ones, and coaching sessions to reinforce product knowledge, sales techniques, and behavioral standards.

Key Responsibilities:

  • Monitor agent performance against KPIs (sales conversion, AHT, CSAT, etc.).
  • Provide daily coaching, call/chat calibration, and performance feedback.
  • Conduct team huddles and one-on-one sessions to align goals and performance.
  • Implement sales initiatives and incentives to drive motivation.
  • Escalate team issues to the Operations Manager as necessary.
  • Ensure compliance with Lenovo policies and BPO standards.
  • Coordinate with QA and Training teams to reinforce skills and rectify gaps.

Requirements:

  • 3–5 years in BPO operations, with at least 1 year in a supervisory or TL role.
  • Strong understanding of telesales and technical product offerings.
  • Excellent communication, coaching, and organizational skills.
  • Ability to work flexible shifts and under pressure.

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