Tele Caller & Team Leader

Job Summary

The Telecalling Team Leader manages, mentors, and drives a team of frontline telecallers or telesales executives. The primary objective is to manage day\-to\-day operations, ensure team discipline, provide real\-time coaching, and ensure the team collectively hits or exceeds performance targets and key performance indicators (KPIs).

Key Responsibilities

• **Team Supervision \& Motivation:** Lead, supervise, and motivate a team of telecallers to maximize productivity, maintain high morale, and cultivate a positive work culture.
• **Performance Monitoring:** Monitor live and recorded calls for quality assurance, identify performance or knowledge gaps, and give constructive individual feedback.
• **Training \& Onboarding:** Conduct team huddles, handle onboarding for new hires, and provide continuous on\-the\-job training on product updates and sales techniques.
• **Escalation Handling:** Serve as the first line of escalation for handling complex customer grievances or closing high\-value sales deals.
• **Reporting \& Analysis:** Extract performance metrics, analyze dialer/campaign data, and generate daily/weekly reports for top management.
• **Strategy Implementation:** Collaborate with the operations or sales managers to align, execute, and monitor campaign strategies and roster schedules.

Key Skills \& Requirements

• **Education:** Bachelor’s degree in Business Administration, Marketing, or a related field.
• **Experience:** 2\+ years of experience as a senior telecaller/telesales representative, with proven experience in a leadership or supervisory role.
• **Leadership:** Exceptional team management, problem\-solving, conflict resolution, and motivational abilities.
• **Analytical Skills:** Strong ability to read, interpret, and act upon data reports and call\-center metrics (like AHT, Conversion Rates, and Service Levels).
• **Tools Knowledge:** Advanced proficiency with CRM tools, automated dialer systems, Excel, and Google Docs.

Pay: ₹10,000\.00 \- ₹15,000\.00 per month

Work Location: In person