Telesales Team Lead
APAC Customer Services - Sarasota, FL

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As a trusted leader in providing global BPO services, Protocol delivers Contact Center solutions through a multi-channel contact management strategy. We accomplish this through passionate people leveraging years of expertise and an unwavering commitment to outperforming our competition. At Protocol, we transform each customer interaction into a rich, meaningful brand experience that builds long-term customer loyalty and value. With many clients, including several Fortune 1000 companies, as diverse as retail, technology, energy, health care, financial services, pharmaceuticals, government services, and publishing, Protocol continues to experience rapid and dynamic growth.

Principal Responsibilities

Establish organization by assisting department with assigning responsibilities, delegating work, scheduling, and training employees of Telesales Team who communicate with potential Customers by phone to solicit orders and quote prices to persuade Customers to buy Client products or services.

Actively pursue a team environment focused on the achievement of sales goals, high quality standards, and high performance set by the Client.

Field escalated concerns from customers and alert necessary management of any issues.

Coach new and existing Telesales Team in sales skills, performance, and quality metrics as outlined by management.

Ensure Telesales Team are compliant with Protocol, Client, and Federal regulations and requirements.

Provide effective feedback to Telesales Team and indicate specific performance areas of improvement.

Monitor and track production activity, reporting results routinely to management.

Alert the necessary parties to any projected shortfalls or production problems.

Conduct meetings with management to communicate team attendance, performance, and key indicators for appropriate programs.

Perform representative level duties (i.e., taking calls) during time not assigned above duties and during high volume intervals as needed.

Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations relating to job duties.

Knowledge, understanding, and compliance with Protocol policies and procedures.

Maintain knowledge of functional area and company policies and procedures.

Provide feedback to management concerning possible problems or areas of improvement.

Make recommendations to implement improved processes.

Perform other duties as assigned by management.


High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience desired.

1 year of previous telesales experience required. 2 years of previous telesales experience a plus.

Proficient personal computer skills including Microsoft Office.

Excellent interpersonal, written, and oral communication skills.

Ability to work in a team fostered environment.

Ability to work in a multi-tasked environment.

Ability to prioritize and organize work.

Ability to adapt to a flexible schedule.

Work Environment

Office environment.

Ability to lift and/or move 20 pounds with or without accommodation.

We offer a competitive salary and comprehensive benefits package, paid time off and a 401 (k) plan.



Telesales Representative

Primary Location


Work Locations

Sarasota, FL

2805 Fruitville Road



Employee Status




Job Level

Team Leader



Education Level

High School Diploma/GED/CXC (±11 years)

APAC Customer Services - 22 months ago - save job
About this company
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The telephone isn't the instrument of choice for APAC Customer Services anymore. The company provides outsourced customer-management and...