Tele Sales Team Leader

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

JOB TITLE:

 Team Leader – Telesales

Primary objective of the job:

The Customer Care Team Leader – Sales is responsible for leading, coaching, and developing a team of customer care agents focused on Telesales and Revenue Growth. The role ensures the team consistently delivers excellent customer experience while achieving sales conversion, productivity, and quality targets. They also ensure business priorities, campaigns, and customer needs are effectively translated into daily execution.

Number of persons managed/supervised and their positions:

Typically manages approximately 12 Customer Care Agents, though team ratios may vary based on operational requirements.

Main Duties and Responsibilities:

Sales Performance

• Lead the team to consistently meet or exceed sales, and service KPIs.
• Monitor conversion rates, contact attempts, revenue results, and campaign performance.
• Identify trends and implement actions to improve results quickly.
• Ensure all business campaigns and commercial priorities are executed effectively

Coaching & Quality Management

• Conduct regular call monitoring, side-by-sides, and live interaction reviews
• Use customer interactions to identify missed sales opportunities
• Build strong product knowledge, system capability, and process compliance within the team
• Identify training needs and partner with support teams where required

People Leadership

• Create a positive, energetic, and accountable team environment.
• Motivate and inspire agents through recognition, communication, and coaching.
• Set clear individual and team goals with measurable action plans.
• Manage attendance, punctuality, conduct, and performance standards.
• Support employee wellbeing and act as first line support for people matters.
• Conduct return-to-work discussions after sick leave or extended absence
• Build strong working relationships across markets and departments.

Operational Management

• Complete timesheets, payroll inputs, commissions and required documentation accurately and on time.
• Support forecasting and staffing plans for campaign activities.
• Ensure schedule adherence and minimize productivity leakage.
• Prepare daily, weekly, and monthly reports as required

Academic qualifications and experience required for job:

• A minimum 2 years’ experience in a customer service environment

• Minimum 1-year supervisory experience (unless being promoted internally)

Functional Skills:

Required Skills & Competencies

Core Skills

• Strong leadership and people management capability
• Coaching and performance improvement skills
• Excellent communication and motivational ability
• Planning and organization skills
• Decision-making and problem-solving ability
• Ability to perform under pressure in a fast-paced environment
• High accountability and results orientation
• Relationship-building skills
• Attention to detail
• Strong teamwork mindset

Preferred Skills

• Microsoft Excel, Word, PowerPoint proficiency
• Reporting and data interpretation skills
• Contact centre systems knowledge
• Product and process expertise
• Strong written communication

• Campaign Delivery Success

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.