Team Leader - Telesales

Company Overview

Since 1992, Big Ticket LLC has been offering huge cash prizes and dream cars, creating unforgettable experiences for our customers. Our monthly guaranteed draws give participants the chance to win massive cash prizes, luxury cars, and more, with millions of dirhams awarded to lucky winners every month.

At Big Ticket, we’re more than just a raffle; we create moments of hope, joy, and excitement for people around the world. With a mission to turn dreams into reality through exciting games and entertainment and make every draw an event to remember.

Purpose and Objectives for the Role

Lead a large multi-million dollar, shift‑based outbound telesales team focused on phone campaigns. Own daily performance, revenue targets, call quality, and compliance to drive high conversion and a consistent, customer‑first experience.

Overall Responsibilities

• Lead and coach a large outbound team to hit monthly revenue quotas (multi‑million‑dollar operation), driving conversion, contact rate, and talk time quality.
• Own dialler operations and campaign execution Such as: lead lists, pacing, retry logic, contact windows, dispositions to maximise connects and closes.
• Drive core sales KPIs like: conversion rate, revenue per hour (RPH), contact rate
• Take ownership of high‑value calls and escalations, ensuring accurate product knowledge, compliant selling, and brand‑safe outcomes.
• Partner with Marketing, Digital, Retail Operations, Compliance to align scripts, offers, lead flows, and timing around promotions and live draws.
• Oversee workforce planning (forecasting, scheduling, intraday management) across shifts; balance capacity and skills to meet targets and SLAs.
• Run coaching, call listening, calibrations, refreshers to uplift capability and consistency.
• Maintain clean CRM/pipeline hygiene; produce clear daily/weekly/monthly reports with insights and actions.
• Ensure responsible‑play, consent/DNC, data privacy, payment/security adherence across all calls and processes.
• Continuously A/B test scripts, simplify SOPs, and remove friction points to improve efficiency and customer experience.
• Develop talent; build a strong bench of seniors/coaches and a high‑engagement culture that retains top performers.
  
  

• Proven leadership of outbound telesales teams in high‑volume call‑centre environments, with consistent delivery against seven‑figure monthly targets.
• Hands‑on with diallers, CRM/scripting, QA, and reporting tools.
• Strong coaching and performance management skills; calm, decisive, and resilient under pressure.
• Data‑driven and comfortable with dashboards, funnel metrics, and root‑cause analysis.
• Excellent verbal communication and negotiation; English required, additional languages are an advantage.
• Solid understanding of consent/DNC, privacy, call‑recording, and customer protection standards.
  
  

• Bachelor’s degree or equivalent experience.
• Extensive experience working in Telesales with experience managing and leading large teams.