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

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

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