Telecalling Team Leader

Job Summary:

The Telecaller Team Leader is responsible for supervising, guiding, and motivating the telecalling team to achieve sales targets and performance goals. The role involves monitoring calls, improving team productivity, ensuring quality communication, and maintaining high customer satisfaction standards.

Key Responsibilities:

• Lead, manage, and motivate the telecalling team to achieve daily, weekly, and monthly targets.

• Monitor team performance and provide regular feedback and coaching.

• Train new telecallers and conduct refresher training sessions.

• Track call quality, productivity, and conversion rates.

• Prepare and submit daily/weekly/monthly performance reports.

• Handle escalated customer calls and resolve complex issues.

• Develop scripts and strategies to improve call effectiveness.

• Ensure adherence to company policies and calling standards.

• Coordinate with marketing and sales teams to align campaign goals.

• Maintain discipline, attendance, and team morale.

Required Skills & Qualifications:

• Bachelor’s degree (preferred but not mandatory).

• 2–5 years of experience in telecalling/sales, with at least 1 year in a leadership role.

• Strong communication and interpersonal skills.

• Leadership and team management ability.

• Target-oriented and performance-driven mindset.

• Good knowledge of CRM systems and MS Office.

• Ability to handle pressure and meet deadlines.

Key Competencies:

• Team leadership

• Problem-solving

• Performance management

• Customer service excellence

• Time management

• Conflict resolution

KPIs (Key Performance Indicators):

• Team target achievement percentage

• Conversion rate

• Call quality score

• Customer satisfaction score

• Team attendance and productivity

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.