Customer Support Telecalling Team Leader

Job Description: Team Leader – Telecalling & Rider Onboarding

Job Title - Team Leader – Telecalling & Rider Onboarding

Location - Noida (WFO)

Reports To - Founder

About the Role

GetBestJob.in is a data-driven rider acquisition and activation partner for quick-commerce platforms. The Team Leader owns day-to-day performance of the telecalling team that moves riders through the funnel — app download, KYC completion, activation, and order milestones — combining floor management, call quality, and funnel-metric ownership across both platforms.

Key Responsibilities

• Lead a team of telecallers across Bucket 1 (App Not Downloaded), Bucket 2 (Pre-Onboarding/KYC), and Bucket 3 (Post-Onboarding/Retention).

• Allocate daily lead lists by priority, ageing (e.g. FOD+3), and platform (Zepto/Blinkit); monitor attendance, shift adherence, and productivity.

• Run floor supervision, live call monitoring, quality audits, daily briefings, and objection-handling coaching.

• Own conversion targets across all funnel stages and drive milestone-based activation (10/20/50/100/200 orders) and FL incentive conversion.

• Identify funnel drop-offs and run targeted pushes (e.g. reliability sprint calling); segment leads by city, source quality, and cooling period.

• Ensure accurate real-time CRM disposition logging; deliver daily/weekly performance and conversion reports; flag data quality issues.

• Prepare the team for Blinkit — platform-specific scripts, KYC steps, and funnel training — while running Zepto as the live operation.

• Ensure compliant, accurate rider communication on earnings/KYC (PAN, Aadhaar, selfie, location) without overpromising or misrepresenting employment status.

• Onboard and train new telecallers; run performance reviews; build a scalable team structure (target ratio 1 TL : 15 TCs).

Requirements

• 2–5 years telecalling/BPO team leadership experience, ideally in gig economy, delivery, or high-volume outbound calling.

• Prior experience managing 10+ telecallers against productivity/conversion targets; CRM-based funnel management experience preferred.

• Data-oriented mindset; working knowledge of Excel/Sheets; dialer/CRM tool exposure (Runo, TeleCRM, etc.) a plus.

• Fluent in Hindi and English; comfortable reviewing Hinglish rider communication; strong coaching and conflict-resolution skills.

• Willingness to work full-time from the Noida office in a fast-paced, target-driven environment.

Compensation

As per experience and industry standards, plus performance-linked incentives tied to team activation and conversion targets.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 6+ years Experience.