Team Leader - Telesales
Job Description
Key Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
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