Bpo Team Leader

Job Title: Team Leader – Telecalling / Telesales Process

Job Summary

The Team Leader in a telecalling process is responsible for managing a team of telecallers, ensuring daily targets are met, maintaining quality standards, and driving overall team performance. The role involves coaching, monitoring calls, and improving productivity.

Key Responsibilities

Lead, manage, and motivate a team of telecallers to achieve daily/weekly/monthly targets

Monitor outbound/inbound calls to ensure quality, accuracy, and compliance

Provide regular feedback, coaching, and training to team members

Track team performance using KPIs such as conversion rate, call quality, and productivity

Handle escalations and support team members in resolving customer issues

Prepare and share daily/weekly performance reports with management

Ensure adherence to company policies, scripts, and processes

Conduct team meetings and performance reviews

Collaborate with other departments for process improvement

Key Skills Required

Strong leadership and team management skills

Excellent communication and interpersonal abilities

Good knowledge of telecalling/telesales processes

Ability to handle pressure and meet targets

Problem-solving and decision-making skills

Basic computer knowledge (MS Excel, CRM tools)

Qualifications

Any Graduate (preferred)

Experience in telecalling/telesales (2–5 years)

Prior experience as a Team Leader or Senior Telecaller is an advantage

Performance Metrics (KPIs)

Team target achievement

Call quality score

Conversion rate / sales closure

Attendance and team productivity

Customer satisfaction

Working Conditions

Office-based / Call center environment

Rotational shifts (if applicable)

Target-driven role

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 3 years of experience.