Bpo Team Leader

Job Title: Team Leader – Telesales

Mission:

To lead and motivate a team of sales executives to achieve consistent revenue growth through effective customer engagement, follow-up, and conversions. The role focuses on guiding the team to deliver excellent service to registered users, ensuring every interaction results in meaningful conversions and a superior customer experience.

Job Description:

The Team Leader –Sales is responsible for supervising a team of around 15 sales executives who contact registered users, promote premium plans, and convert free members into paid subscribers. The role involves driving performance, monitoring daily activities, mentoring team members, and maintaining overall sales efficiency. The Team Leader ensures that communication standards, process adherence, and conversion targets are consistently met across the team.

Key Responsibilities:

• Lead, guide, and motivate a team of sales executives to achieve individual and collective sales targets.

• Monitor daily call activities, lead follow-ups, and conversion performance through CRM reports.

• Conduct regular training, coaching, and performance reviews to improve sales effectiveness.

• Track call quality and ensure professional and empathetic communication with users

• Drive the team to maintain expected call volumes, follow-up ratios, and closure rates.

• Analyze sales reports, identify gaps, and implement action plans for improvement.

• Coordinate with management for new initiatives, offers, and campaign strategies.

• Resolve escalated customer queries and ensure customer satisfaction.

• Maintain discipline, process compliance, and adherence to company policies.

• Foster a positive and high-performance team culture focused on results and accountability.

Key Outcomes (Success Measures):

1. Team Sales Achievement: Team meets or exceeds monthly and quarterly revenue targets.

2. Productivity Management: Team maintains defined call and follow-up ratios daily.

3. Conversion Improvement: Consistent increase in overall conversion percentage across the team.

4. Quality & Compliance: Adherence to communication standards and process protocols.

5. Employee Retention & Development: Improved team engagement, reduced attrition, and skill enhancement.

6. Customer Satisfaction: High feedback ratings from clients handled by the team.

7. Reporting Accuracy: Timely submission of reports and CRM updates with minimal errors.

Core Competencies:

• Leadership & Coaching: Ability to inspire, guide, and develop team members for better results.

• Sales Management: Strong understanding of telesales and conversion techniques.

• Communication & Interpersonal Skills: Effective in both motivating the team and handling escalations.

• Analytical Thinking: Skilled in using data and reports to identify performance trends and solutions.

• Customer Orientation: Ensures sensitivity and professionalism in dealing with all user profiles.

• Performance Accountability: Takes ownership of team outcomes and productivity.

• Problem Solving: Handles on-the-spot challenges with calm and effective decisions.

• Team Collaboration: Works closely with management and peers to achieve organizational goals.

Qualifications & Experience:

• Education: Graduate in any field

• Experience: 1–6 years in telesales / inside sales, with at least 1–2 years of team handling experience.

• Language: Fluency in Tamil or Malayalam.

• Tools: Familiarity with CRM, reporting dashboards, and call monitoring systems.

• Necessary Training will be provided

• It is a Full Time Telesales / Telemarketing job for candidates with 1 - 4 years of experience.