Tele Sales Manager - OnStar Contact Center

About the role

General Motors is looking for a Tele Sales Manager to lead a team of Tele Sales Advisors delivering sales, revenue and customer experience targets for OnStar in the Middle East contact center. The role is onsite, reporting to the GM office full time, and combines people leadership and performance management with a player-coach approach: the manager also takes a limited volume of sales calls.

Key responsibilities

• Lead, coach and develop a team selling OnStar and GM services (safety and security, data plans, value-added services), set targets and monitor daily and weekly performance
• Handle a regular volume of inbound and outbound calls to model best practice, support peak periods and use live calls and recordings for coaching
• Analyse sales funnels and run call monitoring, quality assessments and side-by-side sessions with training and QA partners
• Manage daily staffing, schedules and adherence, and coordinate with Workforce Management, Operations, Product, Marketing and Care teams
• Document customer interactions and sales outcomes accurately in CRM/OneCRM and ensure compliance with data privacy, PCI and regulatory requirements
• Prepare regular reports on team performance, risks and improvements, aligned with the Sales & Marketing strategy

Required profile

• Bachelor's degree or equivalent professional experience in sales, business or a related field
• 7 to 10 years in telesales/contact center sales, including at least 2 years as a tele sales manager or supervisor
• Proven track record of meeting or exceeding sales and revenue targets in a B2C environment
• Experience leading sales advisors in a contact center, and in automotive, telecom, financial services or subscription businesses
• Strong communication, influencing and negotiation skills in English and Arabic
• Experience in the Middle East market and exposure to OnStar or similar connected vehicle offerings is an advantage

Required skills

• Proficiency with contact center technologies and CRM platforms (e.g. OneCRM)
• Comfortable working with KPIs, dashboards and sales funnel analytics
• Competencies: people leadership, sales strategy execution, customer focus, data-driven decision making, resilience and planning