Team Leader

Job Description

Core Responsibilities

Oversee daily team operations by monitoring sales calls, handling escalations, and coaching agents to meet KPIs like conversion rates, average handle time, and revenue goals. Develop sales strategies, conduct training sessions, perform performance reviews, and generate reports on team metrics for senior management. Ensure compliance with client processes, manage shift schedules, and foster a high-motivation environment to reduce attrition and boost customer satisfaction.

Qualifications and Experience

Candidates need a bachelor’s degree in any discipline, with 3+ years in BPO sales team leadership, proven track record in achieving sales targets, and familiarity with CRM tools.

Key Skills and Competencies

• Strong leadership to motivate and develop a team of 15-25 agents.

• Excellent communication for client escalations and sales pitches.

• Analytical skills for performance data review and process improvements.

• Problem-solving for conflict resolution and target shortfalls.