Team Lead
21 hours ago
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
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