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Team Leader – Telecalling Job Description

Job Title

Team Leader – Telecalling

Job Summary

We are looking for an experienced and motivated Team Leader – Telecalling to lead a team of telecallers in achieving sales and customer engagement targets. The ideal candidate will monitor team performance, provide coaching and training, ensure high-quality customer interactions, and drive productivity while maintaining excellent customer service standards.

Key Responsibilities

• Lead, supervise, and motivate a team of telecallers to achieve daily, weekly, and monthly targets.

• Monitor call quality, productivity, and adherence to company standards.

• Conduct regular coaching sessions, training, and performance reviews.

• Assign daily calling lists and manage team schedules.

• Track key performance metrics and prepare performance reports.

• Support team members in handling customer objections and resolving escalated issues.

• Ensure accurate and timely updating of customer information in the CRM system.

• Coordinate with sales, marketing, and customer support teams to improve campaign performance.

• Identify process improvements to increase call efficiency and conversion rates.

• Maintain discipline, attendance, and compliance with company policies.

• Recruit, onboard, and mentor new telecallers when required.

Qualifications

• Bachelor's degree in any discipline (preferred).

• 2–5 years of experience in telecalling, telesales, or customer service.

• At least 1 year of experience in a team leadership or supervisory role.

• Experience using CRM software and Microsoft Office applications.

Required Skills

• Team leadership and people management

• Strong communication and interpersonal skills

• Sales and customer service orientation

• Coaching and mentoring abilities

• Problem-solving and conflict resolution

• Performance monitoring and reporting

• Time management and organizational skills

• Target-driven mindset

• CRM and data management

• Decision-making and analytical skills

Key Performance Indicators (KPIs)

• Team sales or lead conversion rate

• Calls handled per day

• Target achievement percentage

• Call quality scores

• Customer satisfaction

• Attendance and team productivity

• Agent retention and performance improvement

• It is a Full Time టెలిసెల్స్ / టెలిమార్కెటింగ్ job for candidates with 3 - 6 years of experience.