Telecalling Team Leader
Delight Services
Telecalling Team Leader
Delight Services
Kurla West, Mumbai/Bombay
₹30,000 - ₹40,000 monthly*
Fixed
₹30000 - ₹35000
Average Incentives*
₹5,000
Earning Potential
₹40,000
You can earn more incentive if you perform well
Work from Office
Full Time
Min. 2 years
Good (Intermediate / Advanced) English
Job Details
Walk-in Details
Job highlights
Walk-in interview
Date: 18 Feb 2026 - 28 Feb 2026 | Time: 11.00 am - 04.00 pm...See details
Urgently hiring
11 applicants
Benefits include: Laptop
Job Description
- Key ResponsibilitiesTeam & Operations ManagementManage day-to-day operations of inbound and outbound voice teams
- Prepare and manage shift rosters, ensuring optimal coverage and adherence
- Monitor attendance, shrinkage, productivity, and real-time queue management
- Ensure SLAs, KPIs, and productivity targets are consistently achieved
- Performance & Target ManagementDrive individual and team targets related to productivity, quality, TAT, and conversions
- Conduct regular performance reviews, coaching sessions, and corrective actions
- Identify performance gaps and implement action plans for improvement
- Training & DevelopmentConduct new hire training, refresher sessions, and process updates
- Support agents with call handling techniques, objection handling, and soft skills
- Collaborate with training teams to improve overall team capability
- Quality & CompliancePerform regular call quality audits for inbound and outbound calls
- Share structured feedback and coach agents on quality improvements
- Ensure compliance with internal processes, scripts, and client guidelines
- Client Coordination & ReportingAct as the primary point of contact for client coordination on operational matters
- Share daily, weekly, and monthly MIS reports with internal stakeholders and clients
- Address client feedback, escalations, and improvement requests proactively
- Escalation & Customer ExperienceHandle customer and client escalations professionally and within TAT
- Ensure consistent customer experience across all interactions
- Implement process improvements to enhance service quality
- Key Skills & CompetenciesStrong experience in Domestic BPO Voice processes
- Hands-on experience managing inbound & outbound teams
- Good understanding of rostering, SLA management, and workforce planning
- Strong coaching, people management, and communication skills
- Ability to handle client interactions and performance reviews
- Proficient in MS Excel, MIS reporting, and call monitoring tools
- Preferred QualificationsGraduate in any discipline
- Minimum 2+ years as a Team Leader in a Domestic Voice BPO
- Experience handling sales, service, or collections processes is a plus
- What We OfferCompetitive salary and performance incentives
- Career growth opportunities in a fast-growing BPO environment
- Supportive and collaborative work culture
Job role
Work location
Kohinoor City Mall, Premier Road, Kurla West, Kurla, Mumbai, Maharashtra, India
Department
Sales & BD
Role / Category
Telesales
Employment type
Full Time
Shift
Day Shift
Job requirements
Experience
Min. 2 years
Education
Graduate
Skills
B2B Sales, Channel sales, Enterprise sales
English level
Good (Intermediate / Advanced) English
Age limit
25 - 40 years
Gender
Any gender
Walk-in interview details
Apply for the job and call HR to confirm your interview
Date
18 Feb 2026 - 28 Feb 2026
Time
11.00 am - 04.00 pm
About company
Name
Delight Services
Address
Kohinoor City Mall, Premier Road, Kurla West, Kurla, Mumbai, Maharashtra, India
Job posted by Delight Services
FAQs about this job
Show all
Read walk-in details before you register