Telecalling Team Leader

Key Responsibilities1. Client Coordination

• Act as the primary point of contact for day-to-day client communication
• Share regular performance updates, reports, and address client concerns
• Ensure adherence to client SLAs and operational guidelines

2. Team Performance Management

• Monitor individual and team performance against defined KPIs
• Provide coaching, feedback, and performance improvement plans
• Motivate team members to achieve productivity and quality targets

3. Call Quality & Audits

• Conduct regular call monitoring and quality audits
• Ensure compliance with process, scripts, and quality standards
• Identify training needs and coordinate refresher sessions

4. Rostering & Workforce Management

• Prepare and manage shift rosters to ensure adequate coverage
• Handle attendance, leaves, and backup planning
• Optimize staffing to meet call volume requirements

5. Operational Oversight

• Manage daily huddles and team briefings
• Ensure smooth handling of escalations and customer issues
• Maintain discipline and adherence to company policies
• Desired Skills & CompetenciesStrong people management and leadership skills
• Excellent communication and client-handling abilities
• Good understanding of domestic BPO processes
• Ability to analyze performance data and take corrective action
• Proficient in MS Excel and basic reporting tools