Team Lead

2 weeks ago

Mumbai, India Ambak Full time

Key Responsibilities: - Tele-Sales Team Management - Manage and lead a team of 15-20 outbound tele-sales executives - Ensure daily performance targets (logins, calls, conversions) are met and exceeded - Conduct regular team huddles, feedback sessions, and performance reviews Operational Metrics Ownership : Monitor and drive KPIs including: - Attrition, Shrinkage, Occupancy, Login Hours - Productivity, Conversion %, AHT, Contractibility - Dialer utilization and lead penetration - Ensure 100% adherence to SOPs, quality parameters, and call hygiene Stakeholder & SLA Management: - Act as a bridge between on-ground tele-sales teams and business stakeholders - Collaborate closely with Quality, HR, Training, and Product teams to drive performance - Own key SLAs linked to sales volumes, TATs, and lead utilization - Process Excellence& Escalation Handling - Identify workflow gaps and proactively implement process improvements - Resolve escalations and lead by example in high-pressure or volume surge environments - Support hiring, training, and team development initiatives What We're Looking For: - 6-12 years of relevant experience in outbound tele-sales/inside sales - Minimum 3-5 years in a team lead / assistant manager capacity managing 15+ team members - Hands-on with sales CRMs, dialers (e.g., Ameyo, Exotel), Excel, and reporting tools - Strong understanding of operational levers and BPO/tele-sales metrics - Excellent communication, people management, and problem-solving skills

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