Inbound Sales Team Lead

Abwaab | Inbound Sales Team Lead |

Location:

Baghdad, Iraq | Type:
Fixed term Contract | Department:
Inbound Sales

We are looking for an Inbound Sales Team Lead to oversee and guide our inbound sales team, ensuring exceptional customer service, efficient operations, and consistent achievement of sales targets.

The ideal candidate will act as the bridge between management and the team—coaching agents, monitoring performance, and driving continuous improvement in communication, conversion, and service quality.

• Team Leadership & Operations
  • Supervise daily inbound sales operations and ensure team adherence to performance standards.
  • Monitor call and message handling to ensure professional, courteous, and accurate customer communication.
  • Allocate tasks, manage schedules, and ensure full coverage during working hours.
  • Conduct regular one-on-one coaching sessions and performance reviews.

• Set and track individual and team KPIs related to conversion, response time, and customer satisfaction.
• Analyze daily and weekly reports to identify performance gaps and opportunities.
• Lead by example in handling high-value or complex customer interactions.
• Support the team in achieving upselling and cross-selling goals.

• Ensure the team consistently delivers exceptional service quality and problem resolution.
• Review and address escalated customer cases, coordinating with other departments when needed.
• Implement best practices in customer communication and feedback handling.

• Onboard and train new agents on scripts, CRM systems, and product knowledge.
• Facilitate continuous learning and soft-skill development within the team.
• Share insights with management to improve processes and customer engagement strategies.

• Prepare regular performance reports and share key observations with management.
• Collaborate with the marketing and operations teams to align on campaigns and promotions.
• Ensure all orders, communications, and transactions are logged accurately in the CRM.

• Bachelor’s degree in Business, Marketing, or a related field (preferred).
• 3+ years of experience in customer service or inbound sales, with at least 1 year in a team lead or supervisory role.
• Strong communication, leadership, and problem-solving skills.
• Ability to motivate and guide a team in a fast-paced environment.
• Fluency in Arabic and English (spoken and written).

• Experience using CRM systems or call center software.
• Excellent analytical and reporting abilities.
• Strong customer orientation and coaching mindset.
• Positive attitude, accountability, and collaborative spirit.

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