Telecalling Team Leader

Job Title: Telecalling Team Leader

Department: Sales / Telecalling

Experience: 2–5 years in telecalling, telesales, or customer service, with at least 1 year in a team-lead role

Location: [NUNGAMBAKKAM]

Employment Type: Full-time

Reporting To: Sales Manager / Operations Manager

Job Summary :We are looking for an experienced and target-oriented Telecalling Team Leader to manage, motivate, and monitor a team of telecallers. The person will be responsible for achieving team targets, improving call quality and conversion rates, coaching team members, and ensuring effective follow-up with leads and customers.

Key Responsibilities:

• Manage and supervise a team of telecallers.
• Set daily, weekly, and monthly calling and conversion targets.
• Monitor team performance, productivity, attendance, and call activity.
• Track leads, follow-ups, conversions, and pending customer interactions.
• Conduct regular team briefings and performance reviews.
• Train and coach team members on communication, sales techniques, and objection handling.
• Monitor call quality and ensure professional customer communication.
• Handle escalated customer issues and support the team in closing difficult calls.
• Prepare daily/weekly/monthly performance reports for management.
• Identify performance gaps and implement corrective action plans.
• Coordinate with the Sales, Marketing, and Operations teams for lead management.
• Ensure proper and timely follow-up on all assigned leads.
• Motivate the team to consistently achieve and exceed targets.
• Maintain accurate records in CRM/telecalling software.
• Ensure adherence to company policies, calling processes, and quality standards.

Required Skills:

• Excellent verbal communication and interpersonal skills.
• Strong leadership and team-management abilities.
• Good sales and negotiation skills.
• Ability to motivate and handle a target-driven team.
• Strong follow-up and problem-solving skills.
• Good knowledge of CRM systems, MS Excel, and reporting.
• Ability to analyze team performance and take corrective action.
• Customer-focused and results-oriented approach.
• Fluency in English and relevant regional language(s).

Qualification:

• Graduate preferred.
• 2–5 years of relevant experience in telecalling/telesales/customer service.
• Prior experience managing a team of telecallers is preferred.

Key Performance Indicators (KPIs):

• Team sales/conversion target achievement
• Number of calls and productive calls
• Lead conversion rate
• Follow-up completion rate
• Average handling/productivity metrics
• Call quality and customer satisfaction
• Team attendance and productivity
• Individual team-member performance improvement

Compensation Salary: ₹[20,000] – ₹[35,000] per month + incentives, depending on experience and performance.