Telecalling Team Leader

Key Responsibilities

Team Management

• Lead, supervise, and motivate a team of telecallers
• Allocate leads and ensure proper follow-ups
• Monitor daily attendance, productivity, and discipline
• Conduct daily briefings and weekly performance reviews

Sales & Target Achievement

• Ensure team achieves assigned sales / enrollment / booking targets
• Handle escalated calls and high-value prospects
• Improve conversion ratio through coaching and strategy
• Coordinate with sales, marketing, and operations teams

Training & Quality Control

• Train new joiners on scripts, objection handling, and product knowledge
• Regular call monitoring and feedback sessions
• Ensure adherence to company scripts, CRM usage, and compliance

Reporting & MIS

• Prepare daily, weekly, and monthly MIS reports
• Track KPIs such as call volume, conversion rate, revenue, and follow-ups
• Share insights and improvement plans with management

Process Improvement

• Suggest improvements in calling scripts and workflows
• Support marketing campaigns, lead quality feedback, and promotions

Key Skills & Competencies

• Strong leadership and people management skills
• Excellent communication and negotiation skills
• Target-driven and result-oriented mindset
• Ability to handle pressure and meet deadlines
• Knowledge of CRM systems and MS Excel
• Experience in tele-sales, lead generation, or customer acquisition

Preferred Industry Experience

• Casting agencies
• Media & Entertainment
• Education / Training institutes
• Digital marketing or service-based companies

KPIs

• Team target achievement
• Individual and team conversion rate
• Call quality score
• Lead closure turnaround time
• Team attrition rate