Zain Iraq is actively recruiting to hire a B2B Tele Sales Team Leader who is responsible for leading Next Generation Tele Sales Agent supporting B2B tele-sales operations to efficiently manage both incoming and outgoing customer interactions, ensuring the achievement of agreed sales targets, SLAs, cost efficiency, customer satisfaction, and service quality.
The purpose of this role is to oversee customer requests—particularly critical cases and VIP accounts—while ensuring timely and effective handling that drives a high level of customer satisfaction. In addition, the role involves analysing sales and customer experience dashboards to identify opportunities for improvement, endorsing enhancements, and ensuring the implementation of corrective actions.

• Contribute to the development of B2B tele-sales strategies and plans and support the achievement of defined objectives and targets.

• Implement departmental policies and procedures, while recommending enhancements to improve efficiency and effectiveness.

• Review periodic reports from team members, providing constructive feedback and recommendations for improvement.

• Support, coach, and motivate team members, actively participating in their appraisals to ensure optimal utilization of human resources.

• Monitor call patterns, sales activities, and workflows to ensure smooth and effective operations.

• Act as the focal point with other departments to resolve escalated B2B customer issues, ensuring timely and satisfactory resolutions.

• Schedule shifts and resources based on business needs and peak demand times to ensure team readiness and availability.

• Deliver on-the-job training for current staff and new hires to continuously enhance team skills, knowledge, and sales capabilities.

• Monitor the overall quality of tele-sales services and intervene when needed to maintain consistency, efficiency, and customer satisfaction.

• Conduct regular meetings with team leaders and monitor their performance to ensure effective execution of tasks and achievement of sales goals.

• Provide weekly and monthly performance reports to the direct manager, highlighting achievements, challenges, and improvement opportunities.

• Ensure proper implementation of preventive, corrective, and improvement initiatives in alignment with the unit guidelines.

•  Provide guidance and support to agents, assisting them with challenging calls and complex customer issues.

• Oversee customer satisfaction surveys, ensuring accurate data collection and submission within SLA timelines.

• Support the Manager in recruitment processes, particularly during team expansion phases.

•  Conduct daily follow-ups on team revenue, tele sales performance, and total activated offers to ensure targets are met.

• Motivate and engage team members, especially during tele sales campaigns, and identify reasons behind underperformance to take corrective action.

• Ensure execution of tasks in line with Zain IQ’s established plans, policies, and procedures to maintain consistency in handling business cases and achieving sales targets.

• Monitor KPI measurements and dashboard reports, analyze performance trends, and recommend improvement initiatives to enhance efficiency and results.

Education

• Bachelor’s degree in business administration-related field or equivalent

Experience

• A minimum of 3 years of relevant experience with at least 1 year in a similar role

Competencies

 Behavioural

• Embracing Change (Flexibility)

• Developing Talents

• Serving our Customers

• Achievement Driven

• Team work

• Information Seeking

• Team Management

• Problem Solving and Creativity

• Relationship Building

• Initiative

Technical

• Oral &Written Communication

• Managing Information

• Technology Application

• Call Center Quality Assurance

• Workforce Planning and Management

IDE Competency

• Courage to Engage

• Addressing Bias

• Allyship