Background

Tatu is a project of Rendeavour, Africa’s largest urban land developer with over 30,000 acres of visionary projects in the growth trajectories of large cities in Kenya, Ghana, Nigeria, Zambia and Democratic Republic of Congo. Rendeavour’s vision goes beyond alleviating what is a self-evident problem - that of stifling urban congestion and a dearth of quality housing and commercial property in Africa. Rather, we aim to help create the infrastructure - the living and working spaces, communities, schools and hospitals - that will help sustain and accelerate Africa’s economic growth, meet the aspirations of Africa’s burgeoning middle classes, and serve as a catalyst for further urban development.

Role Overview

The Supervisor leads the Property Executive (Tele Sales) team and provides oversight to the Research function. The role is accountable for driving productivity, quality, discipline, coaching, performance management and continuous improvement while ensuring a consistent pipeline of high-quality leads. The Supervisor identifies capability gaps, liaises with HR and relevant stakeholders to coordinate training, and plays an active role in designing, facilitating and evaluating training programs, SOPs and coaching interventions.

Key Responsibilities

• Lead daily tele sales operations and supervise team performance.
• Monitor attendance, punctuality, schedule adherence and break compliance.
• Conduct huddles, one-on-one coaching and performance reviews.
• Drive achievement of activity, quality and conversion Key Performance Indicators.
• Review calls and provide structured coaching.
• Identify training needs through Quality Analysts and Key Performance Indicators analysis.
• Coordinate training with HR, Quality Analysts and Operations.
• Design and deliver refresher training, role plays and SOP updates.
• Support onboarding and mentoring new Property Executives.
• Oversee Research Property Executives to ensure timely delivery of accurate call-ready leads.
• Ensure Salesforce is maintained as the book of record.
• Coordinate with Real Estate Advisors to improve conversion and feedback loops.
• Drive continuous process improvement and compliance.

Requirements

Required Qualifications & Experience

• Higher Diploma or bachelor's degree in business administration, sales, marketing, communications, real estate, information management or a related discipline.
• Minimum 3 years' experience in tele sales /contact Centre operations.
• At least 1 year in a supervisory, coaching or team lead capacity.
• Salesforce/CRM experience.

• Lead daily tele sales operations and supervise team performance.
• Monitor attendance, punctuality, schedule adherence and break compliance.
• Conduct huddles, one-on-one coaching and performance reviews.
• Drive achievement of activity, quality and conversion Key Performance Indicators.
• Review calls and provide structured coaching.
• Identify training needs through Quality Analysts and Key Performance Indicators analysis.
• Coordinate training with HR, Quality Analysts and Operations.
• Design and deliver refresher training, role plays and SOP updates.
• Support onboarding and mentoring new Property Executives.
• Oversee Research Property Executives to ensure timely delivery of accurate call-ready leads.
• Ensure Salesforce is maintained as the book of record.
• Coordinate with Real Estate Advisors to improve conversion and feedback loops.
• Drive continuous process improvement and compliance.

• Salesforce/CRM experience
• Supervisory skills
• Coaching skills
• Performance management
• Sales operations
• Research
• Communication
• Training facilitation

• Higher Diploma or bachelor's degree in business administration, sales, marketing, communications, real estate, information management or a related discipline.
• Minimum 3 years' experience in tele sales /contact Centre operations.
• At least 1 year in a supervisory, coaching or team lead capacity.
• Salesforce/CRM experience.