Telesales Team Lead

We’re launching a new telesales operation in Hong Kong and are looking for an experienced Call Centre Team Leader to build, coach, and lead a high-performing team of around 15 agents.

Causeway Bay, Hong Kong · 6‑month contract · Onsite, 5‑day work week

About the role

As the Call Centre Team Leader, you will be the key driver of day‑to‑day performance on the floor. You’ll own team results, coach agents in real time, and make sure every campaign runs smoothly from call volumes and conversion rates through to customer satisfaction.

You’ll work closely with operations stakeholders, giving them clear visibility of daily metrics and recommending improvements to scripts, processes, and workflows.

This is a hands‑on leadership role where you’ll spend most of your time on the floor with your team – listening to calls, providing feedback, managing escalations, and keeping operations running efficiently across a busy telesales environment.

What you’ll be doing

• Leading and motivating a team of telesales agents to achieve call volume, conversion and quality KPIs.
• Running regular call listening sessions, side‑by‑side coaching, and pitch refinement to boost performance.
• Tracking daily metrics (call volumes, conversion, drop‑off points) and preparing concise reports for stakeholders.
• Handling complex customer escalations and coordinating with internal teams to resolve issues quickly.
• Optimising scripts, objection‑handling guides, and workflows to improve customer journeys and results.
• Managing rosters and shifts to ensure full coverage across the operating hours and a well‑run floor.

What we’re looking for

• 2–3+ years as a Team Leader / Supervisor in telesales, customer service or call centre environments.
• Proven experience managing target‑driven outbound sales teams and consistently hitting KPIs.
• Strong leadership, coaching and problem‑solving skills with a hands‑on, floor‑focused approach.
• Confident using CRM tools and Excel for performance tracking and reporting.
• Language: English and Cantonese (must); Mandarin is an advantage.
• Comfortable working rotational shifts (including some weekends/public holidays) in a fast‑paced, high‑change setup.