Telesales Bpo Team Leader

Job Title: Team Leader – BPO / Customer Support

🏢 Company: Balwom Textile India Co.
📍 Location: Gandhi Nagar, Delhi

📌 Job Overview:

Balwom Textile India Co. is looking for an experienced, energetic, and result-oriented Team Leader – BPO / Customer Support to manage the calling team, drive daily performance, and ensure smooth customer communication operations.

The candidate will be responsible for handling a team of telecallers/customer support executives, monitoring productivity, improving conversions, managing escalations, and maintaining discipline within the team.

This role requires strong leadership skills, target orientation, process management, and the ability to build a high-performance team in a fast-paced textile business environment.

🎯 Key Responsibilities (KRA):

🔹 Team Management

1. Manage daily operations of telecalling / customer support team.

2. Allocate leads, tasks, and calling data to team members.

3. Monitor attendance, punctuality, discipline, and team productivity.

4. Build a positive, energetic, and target-driven work culture.

🔹 Performance & Target Achievement

5. Ensure daily, weekly, and monthly calling targets are achieved.

6. Track inquiries, follow-ups, conversions, and customer closures.

7. Improve team efficiency, output, and response time.

8. Take corrective actions for low-performing team members.

🔹 Call Monitoring & Quality Control

9. Monitor live calls and recordings for quality improvement.

10. Ensure professional communication with customers.

11. Improve objection handling, follow-up process, and sales pitch.

12. Maintain customer satisfaction standards.

🔹 Reporting & MIS

13. Prepare daily reports of attendance, calls, inquiries, conversions, and pending leads.

14. Share performance updates with management regularly.

15. Maintain proper team data and records in Excel / Google Sheets / CRM.

🔹 Issue Resolution & Escalation Handling

16. Resolve customer complaints and escalations effectively.

17. Handle internal team conflicts and operational issues.

18. Coordinate with sales, dispatch, accounts, and warehouse teams for smooth resolutions.

🔹 Training & Development

19. Train new joiners on calling process, product knowledge, and customer handling.

20. Conduct refresher training for existing staff.

21. Continuously improve team communication and performance skills.

🎯 Skills & Requirements:

1. Strong leadership and team handling skills.

2. Good communication skills in Hindi and basic English.

3. Experience in BPO / Telecalling / Customer Support team handling.

4. Target-driven mindset with performance management ability.

5. Good problem-solving and decision-making skills.

6. Basic computer knowledge (Excel, Google Sheets, CRM, WhatsApp Web).

7. Ability to work under pressure and manage deadlines.

8. Strong reporting and operational coordination skills.

9. Textile industry experience preferred.

10. Gandhi Nagar market experience will be an added advantage.

💼 Salary & Benefits:

• Best in Industry (Based on Experience)

• Performance Incentives (if applicable)

• Growth Opportunity into Operations / Sales Management

• Stable and Growth-Oriented Work Environment

📞 Interested candidates can contact HR:

HR Department – Balwom Textile India Co.
📱 Mobile/WhatsApp: 89200 96206

• It is a Full Time Telesales / Telemarketing job for candidates with 2 - 5 years of experience.