Job Description
Work Arrangement: This role is categorized as onsite. this means the successful candidate to report to the GM office full time.
The Role:
The Tele Sales Manager is responsible for leading a team of Tele Sales Advisors to deliver sales, revenue, and customer experience targets for OnStar in the Middle East contact center. This role combines people leadership and performance management with a “player–coach” component, where the manager also handles a limited volume of sales calls to stay close to customers, coach from live examples, and support peak periods.
What You'll Do:
Team Leadership and Performance Management
- Lead, coach, and develop a team of Tele Sales Advisors selling OnStar and GM services (e.g., safety and security, data plans, value-added services).
- Own team sales and revenue performance, including conversion rate, average revenue per unit (ARPU), and attach rate.
- Set clear individual and team targets; monitor daily and weekly performance and implement corrective actions as needed.
- Conduct regular 1:1s, huddles, and performance reviews focused on skills, results, and behaviors.
- Ensure compliance with GM/OnStar policies, quality standards, and regulatory/PCI requirements across all team interactions.
Player–Coach Sales Contribution
- Handle a limited but regular volume of inbound and outbound sales calls to:
- Model best-practice call handling and consultative selling.
- Support the team during peak periods or critical campaigns.
- Stay close to customer sentiment, objections, and emerging needs.
- Use own live calls and recordings in side-by-sides, coaching, and calibration sessions.
Sales Excellence, Coaching, and Quality
- Analyze individual and team sales funnels (contacts, opportunities, conversions, cancellations) and use insights to drive coaching and action plans.
- Conduct regular call monitoring, quality assessments, and side-by-side sessions; provide timely feedback and targeted coaching.
- Partner with Training/QA to close skill gaps in areas such as discovery, value articulation, objection handling, and closing techniques.
- Reinforce consistent use of approved scripts, call flows, and value propositions while encouraging authentic, customer-centric conversations.
Operations, Planning, and Stakeholder Management
- Manage daily staffing, schedules, adherence, and real-time adjustments to meet service level and sales targets.
- Coordinate with Workforce Management, Operations, and other stakeholders to support campaigns, product launches, and special initiatives.
- Provide feedback to Product, Marketing, and Care teams on offers, campaigns, and customer insights from the front line.
- Prepare and present regular reports and summaries on team performance, risks, and improvement actions.
- Ensure they are in-sync with the overall Sales & Marketing strategy and work closely and proactively in design and development as well as ongoing feedback of campaigns & customer sentiment.
Process, Compliance, and Customer Experience
- Ensure accurate and timely documentation of all customer interactions and sales outcomes in CRM/OneCRM and contact center systems.
- Drive adherence to data privacy, PCI, and other regulatory requirements in every interaction and process.
- Balance sales objectives with customer experience, ensuring interactions feel like professional advice that leads to an appropriate sale.
- Identify process bottlenecks and improvement opportunities; propose and help implement changes to increase efficiency and effectiveness.
Your Skills & Abilities (Required Qualification)
Educational and Experience Background:
- Bachelor’s degree or equivalent professional experience in sales, business, or a related field.
- 7 ~ 10 years of experience in telesales/contact center sales, with at least 2 years in a tele sales manager or supervisor, role.
- Proven track record of achieving or exceeding sales and revenue targets in a B2C environment.
- Experience leading, coaching, and developing sales advisors in a contact center setting.
- Strong communication, influencing, and negotiation skills in English and Arabic.
- Comfortable working with KPIs, dashboards, and sales funnel analytics; able to translate data into clear actions.
- Proficiency with contact center technologies and CRM platforms (e.g., OneCRM or equivalent).
- Demonstrated ability to work in a fast-paced, target-driven environment while maintaining high quality and compliance standards.
- Experience in automotive, telecom, financial services, or subscription-based businesses.
- Experience leading teams focused on value-added services, digital/connected services, or service contracts.
- Exposure to OnStar or similar connected vehicle offerings is an advantage.
- Experience in the Middle East market, with understanding of cultural nuances and customer expectations.
Competencies:
- People Leadership and Coaching
- Sales Strategy Execution and Pipeline Management
- Customer Focus and Service Orientation
- Analytical and Data-Driven Decision Making
- Communication and Influencing
- Resilience and Change Agility
- Planning, Prioritization, and Time Management
- Compliance and Quality Mindset





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