Telesales Lead at Coronation Group

Role Summary

The Telesales Lead is responsible for overseeing the execution of outbound sales initiatives through the contact centre channel for the general and life insurance businesses. The role drives customer acquisition, conversion, and revenue growth by leading a team of Telesales agents and ensuring alignment with customer experience standards, sales targets, and compliance guidelines.

Working closely with CX, Marketing, Product, and Technology teams, the role ensures optimal use of data, campaigns, digital tools, and sales scripts to convert leads to policyholders and increase product uptake. This role is critical in shaping Coronation’s direct-to-customer engagement strategy via telephony.

Key Stakeholders

• Head of Customer Experience
• Contact Center Manager
• Marketing & Communications Team
• Product Development Team
• Technology & Data Teams
• Compliance & Risk Teams

Key Responsibilities

Sales Execution & Channel Optimization

• Lead Telesales strategy development and execution for insurance products across life and general lines.
• Translate monthly and quarterly sales targets into actionable goals for team members.
• Oversee daily, weekly, and monthly campaign activities to ensure high conversion rates from leads.
• Work with Data/Analytics team to generate and optimize customer lists for targeted sales.
• Use CRM and dialer platforms to ensure productivity and real-time campaign management.

Customer Experience Alignment

• Ensure Telesales interactions are compliant with service standards, regulatory requirements, and brand tone.
• Monitor quality of sales calls to ensure empathy, persuasion, and CX best practices are in place.
• Collaborate with the CX team to embed feedback from Telesales calls into service and product improvements.

People Leadership & Performance Management

• Recruit, train, and mentor Telesales agents to perform at optimal levels.
• Drive a high-performance culture using KPIs such as sales conversion rate, average handling time, and customer satisfaction.
• Reward top performers and coach underperformers using structured performance improvement plans.

Reporting & Insights

• Track and report key Telesales metrics, including sales pipeline progression, contact-to-conversion ratios, and revenue impact.
• Provide weekly dashboards to the Head of CX and entity CEO showing campaign performance and insights.
• Use insights from failed sales attempts and call disposition data to refine sales tactics and agent coaching.

Product & Campaign Collaboration

• Collaborate with Marketing, Product, and CX to develop sales scripts tailored to specific products, customer segments, and market realities.
• Provide input into product positioning and promotions based on customer feedback gathered during sales calls.

Compliance & Risk Management

• Ensure that Telesales operations comply with regulatory standards and ethical sales practices.
• Conduct periodic training and refreshers on industry codes of conduct and customer protection protocols.

Key Requirements

Technical Competencies

• Proven experience managing or supervising a Telesales or outbound call team in the financial services sector.
• Strong understanding of life and general insurance products and customer decision journeys.
• Hands-on experience with CRM systems, dialer software, and campaign performance tools.
• Data-driven decision-making and campaign optimization skills.
• Strong telephony script writing and customer engagement communication skills.
• Familiarity with regulatory requirements for direct marketing and insurance sales in Nigeria.
• Ability to design agent incentives aligned with sales performance metrics.

Behavioural Competencies

• Sales-driven mindset with a strong orientation to results.
• Emotional intelligence and team motivation skills.
• Resilience under pressure and ability to pivot strategy quickly.
• Detail-oriented, analytical, and organized.
• Excellent interpersonal and verbal communication skills.
• Ability to coach and develop entry-level sales agents.

Education and Work Experience

• Minimum of Bachelor’s degree in Marketing, Business Administration, Insurance, or a related field.
• Minimum of 6-8 years’ experience in a Sales or Telesales team leadership role in financial services. Insurance experience will be an added advantage.
• Experience selling insurance or investment-related products via outbound contact center channels is strongly preferred.
• Professional certifications in sales, insurance, or customer service/experience are a plus.

Our Benefits

To help you stay energized, engaged, and inspired, we offer a wide range of employee benefits including competitive compensation package, robust rewards package, retirement benefit and tools designed to help you in building a sound financial future. 

We also provide an environment that fosters the actualization of goals, and career fulfillment for our people while providing transformational solutions for Africa’s challenges.

The role is primarily on-site at the contact centre location to ensure sales supervision, team motivation, and campaign discipline.