Team Leader

Job Title: Telecaller Team Leader

Job Summary:

The Telecaller Team Leader is responsible for leading, motivating, and managing a team of telecallers to achieve sales, customer service, or lead generation targets. The role includes monitoring team performance, providing coaching, ensuring quality standards, and driving productivity.

Key Responsibilities:

• Lead and supervise the daily activities of the telecalling team.
• Assign targets and monitor individual and team performance.
• Train, coach, and mentor team members to improve communication and sales skills.
• Conduct regular performance reviews and provide constructive feedback.
• Monitor calls to ensure quality, compliance, and customer satisfaction.
• Prepare daily, weekly, and monthly performance reports.
• Resolve customer escalations and support the team in handling complex cases.
• Coordinate with other departments to ensure smooth workflow and issue resolution.
• Develop strategies to improve conversion rates, productivity, and customer experience.
• Maintain attendance, schedules, and team discipline.

Required Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Knowledge of telecalling processes and CRM software.
• Problem-solving and decision-making skills.
• Ability to motivate teams and achieve performance targets.
• Good analytical and reporting skills.
• Proficiency in MS Excel and basic computer applications.

Qualifications:

• 2–5 years of experience in telecalling/customer support, with at least 1 year in a team leadership role.
• Experience in sales, customer service, or call center operations is an advantage.

Key Performance Indicators (KPIs):

• Team target achievement.
• Call quality scores.
• Conversion rate.
• Customer satisfaction (CSAT).
• Team productivity and attendance.
• Employee retention and engagement.