Job Summary
The Telecalling Team Leader manages, mentors, and drives a team of frontline telecallers or telesales executives. The primary objective is to manage day-to-day operations, ensure team discipline, provide real-time coaching, and ensure the team collectively hits or exceeds performance targets and key performance indicators (KPIs).
Key Responsibilities
- Team Supervision & Motivation: Lead, supervise, and motivate a team of telecallers to maximize productivity, maintain high morale, and cultivate a positive work culture.
- Performance Monitoring: Monitor live and recorded calls for quality assurance, identify performance or knowledge gaps, and give constructive individual feedback.
- Training & Onboarding: Conduct team huddles, handle onboarding for new hires, and provide continuous on-the-job training on product updates and sales techniques.
- Escalation Handling: Serve as the first line of escalation for handling complex customer grievances or closing high-value sales deals.
- Reporting & Analysis: Extract performance metrics, analyze dialer/campaign data, and generate daily/weekly reports for top management.
- Strategy Implementation: Collaborate with the operations or sales managers to align, execute, and monitor campaign strategies and roster schedules.
Key Skills & Requirements
- Education: Bachelor’s degree in Business Administration, Marketing, or a related field.
- Experience: 2+ years of experience as a senior telecaller/telesales representative, with proven experience in a leadership or supervisory role.
- Leadership: Exceptional team management, problem-solving, conflict resolution, and motivational abilities.
- Analytical Skills: Strong ability to read, interpret, and act upon data reports and call-center metrics (like AHT, Conversion Rates, and Service Levels).
- Tools Knowledge: Advanced proficiency with CRM tools, automated dialer systems, Excel, and Google Docs.
Pay: ₹10,000.00 - ₹15,000.00 per month
Work Location: In person
