Role Overview

Telesales (Inbound/Outbound) work is typically performed in a call center environment and focuses on nominal inbound customer service (logging requests, activating accounts, setting up service appointment times, etc., transfers issues for resolution to customer service reps). Primary focus is selling. Inbound work includes responding to customer-initiated calls to activate a service, request a product/service change, schedule an installation or repair, or resolve a product/service or billing issue. Selling targeted products/services as part of the customer-initiated interaction. Outbound work includes initiating calls to potential customers from a list of provided leads.


Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesn't need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes. Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.


Key Responsibilities

Lead and manage a team of Outbound Sales Representatives


Drive sales performance, conversion strategies, and objection handling


Monitor and analyze team performance metrics and implement action plans


Coach and develop team members to achieve sales targets and KPIs


Oversee inbound and outbound sales operations for travel programs


Build strategies and implement course corrections to optimize sales performance


Collaborate with stakeholders to ensure alignment with business objectives


Foster a high-performing, dynamic, and engaging team culture


Qualifications

Minimum 5–8 years of BPO Sales experience – required


At least 2–3 years managing leaders (Sr. Team Lead/Assistant Manager level, Sales, Outbound Sales, Coaching, or Operations) – required


Strong background in Outbound Sales, objection handling, and conversion strategies – required


Proven experience in driving sales performance and developing high-performing teams


Strong knowledge of performance metrics, coaching, and action planning


Excellent communication, stakeholder management, and presentation skills


Energetic and engaging during the interview – client non-negotiable


Dynamic, proactive, and capable of building strategies and implementing course corrections


Preferably with Travel & Hospitality experience, especially cruise lines or hotels


Can start immediately