Job Title: Telesales Team leader
Department: Customer Experience
Reporting line: Head of Customer Experience
Hay Level: 11
Location: Nairobi, Kenya
About ENGIE BU Africa ENGIE Energy Access
ENGIE Energy Access is a leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments from $0.14 per day and the mini-grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities.
With over 1,700 employees, operations in nine countries across Africa (Benin, Cote d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1 million customers and more than 5 million lives impacted so far, ENGIE Energy Access aims to remain a leading clean energy company, serving millions of customers across Africa by 2025.
Job Purpose/Mission
To develop, lead and manage all commercial activities of the telesales team ensuring tat all team members are supervised, coached, trained, developed and are generating revenue in support of commercial goals through upsells, inbound and outbound calls to clients.
Responsibilities
- Develop consistent, convincing objection handling and qualification techniques to ensure optimal use of our team’s time
- Develop outreach scripts, cadences, and touch plans for the Telesales team through a deep understanding of each different channel and customer type
- Maintains team working knowledge of products to be sold and keep updates with current market environment by reading current news or attending various Mobisol Webinars.
- Monitoring Team product knowledge, ability to handle objections and sale closure.
- Provides feedback to Telesales by monitoring calls; monitoring feedback for team, conducting monthly help sessions and trainings.
- Contributes to team effort by accomplishing related results as needed.
- Leads a team of Telesales by coaching, developing, managing performance and inspiring the team to deliver strong performance consistent with the Telesales processes, quality and productivity expectation to ensure customer satisfaction and support revenue growth.
- Manages operational effectiveness to exceed client expectations in achieving service level and sales goals. Proactively identifies opportunities for process improvement and sales effectiveness and ensures execution.
- Identify reporting gaps/needs and use data to target new opportunities in the sales funnel and ensure we have adequate resources/headcount.
- Evaluates Telesales product/service approaches by rating effectiveness of Telesales representatives; providing quality ratings; identifying training needs; developing training programs; conducting training through Quality Assessors.
- Determines telesales quality standards by studying inbound and outbound customer service presentations.
At EEA, we have high expectations for our managers. Each manager plays a key role in creating an exceptional experience not only for our customers but for every person on our team. Our managers help A2E realize our ambitious goals while developing their own leadership skills and facilitating growth for their direct reports.
We believe that great managers:
- Deliver ambitious results: As a high-performing and accountable leader, you create an enabling environment for effective action and bold decisions which contribute to successful delivery of results.
- Act with integrity: As an ethical leader you are honest, respectful, objective, and transparent. You create and build upon a foundation of trust and openness.
- Inspire and mentor the team: As an inspirational leader you walk the talk. You empower and coach your team with trust and humility.
- Are accessible: as an accessible leader, you develop and maintain deep connections with stakeholders through approachability and active listening.
- Ensure diversity and inclusion: as an inclusive leader, you ensure diversity and foster a sense of belonging.
Accountabilities
Telesales team Target
- Team Performance
- Marketing Intelligence
- Telesales Strategic Plan
- Accountable for adherence of company’s policies and procedures
- Accountable for adherence to the company’s budget
- Accountable to check before approving all financial request
Knowledge And Skills
Experience:
- At least 3 years working experience in a similar position within B2B , B2C
- Training Skills
- Managerial skills
- Business Negotiation skills
- Training and Development Skills
- Customer Relationship Management Skills
- Knowledge of the Renewable Energy Industry is an added advantage
Qualifications:
- A university Degree or it’s equivalent from a from a recognized institution
Language(s):
- English
- Kiswahili is a plus
Technology:
- Experience in technology required for the role
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!
