Team Leader - Telesales

Key Responsibilities

1. Team Operations & Sales Performance

• Supervise day-to-day Tele Sales team activities to ensure smooth operations and target achievement.
• Monitor daily performance against assigned KPIs, including leads, conversion rate, and connected calls.
• Ensure optimal utilization of assigned leads and proper follow-up by agents.
• Track real-time performance and take immediate corrective actions to avoid target gaps.
• Ensure adherence to schedules, login hours, and break timings.
• Drive the team to achieve daily and monthly sales targets.

2. Coaching & Quality Monitoring

• Conduct daily huddles to set expectations, communicate targets, and address performance gaps.
• Provide on-the-spot coaching for agents with low performance or skill gaps.
• Support agents in objection handling, closing techniques, and sales pitch improvement.
• Monitor call quality and ensure compliance with approved sales scripts and guidelines.
• Ensure proper lead verification by listening to random samples of achieved leads and conducting one-to-one sessions with the agents involved.

3. Reporting & Performance Tracking

• Maintain and update daily performance trackers covering leads, calls, and conversions.
• Prepare and submit daily performance reports to the Project Manager.
• Highlight performance gaps, risks, and improvement actions.
• Ensure data accuracy in all reports and trackers.

4. People & Performance Management

• Manage a team of Tele Sales Agents and ensure high engagement levels.
• Address agent concerns, attendance issues, and performance challenges.
• Support new joiners during onboarding and provide basic training guidance.
• Ensure compliance with company policies related to attendance, discipline, and conduct.
• Maintain a positive and performance-driven work environment.
• Ensure agents follow approved scripts, processes, and compliance requirements.
• Conduct random call monitoring to maintain quality standards.
• Identify recurring issues and escalate them to the Project Manager when required.

5. Reporting & Compliance

• Share daily performance reports in a timely manner.
• Prepare and submit the Operations (OPS) Daily Productivity Report.
• Prepare and submit the Daily Interactions Segregation Report.
• Prepare and submit the Daily Complaints Brief.