The Team Leader plays a pivotal role in guiding, assisting, and nurturing a group of Inbound Solar Energy Sales Agents and Customer Service Agents. This team serves as the initial point of contact for our client, to deliver smart energy solutions through trusted, solution-focused conversations.
This role combines team and portfolio management with a strong coaching mindset, operational execution, and compliance oversight to ensure both exceptional customer experiences and achievement of commercial objectives.

• Provide daily coaching and feedback on consultative sales techniques, product knowledge, and customer service.
• Conduct regular 1:1s, call reviews, and development planning tailored to agent performance and potential.
• Champion training initiatives and support agents during onboarding and upskilling.
• Oversee scheduling, real-time support, adherence, and queue management.
• Monitor daily performance dashboards, ensuring KPIs are met across sales conversion, service quality, AHT, compliance, and customer satisfaction.
• Drive achievement of monthly appointment/sales targets and quality service outcomes.
• Recommend reporting and business initiatives to improve overall performance
• Ensure all customer interactions meet brand standards and compliance requirements (Clean Energy Council & NETCC).