Telecaller team leader

Company : Retail-scan management services pvt ltd

Exp : 2 to 5 year

Send CV on this number : or mail to : hr.-

Job Overview:

We are looking for a highly motivated and dynamic Telecalling Team Leader to lead our telecalling team in KYC validation and other compliance support processes. The team leader will be responsible for overseeing day-to-day operations, ensuring the team meets its performance targets, providing training and support to telecallers, and contributing to the achievement of goals.

Key Responsibilities:

Team Supervision & Leadership:

Manage and lead a team of telecallers to ensure they meet performance standards and KPIs.

Organize team schedules, assign tasks, and ensure adequate staffing to meet demand.

Monitor and assess team performance, providing feedback, guidance, and support.

Foster a positive work environment that encourages teamwork and high productivity.

Retailer KYC collection and service support:

Work closely with the service operations team to understand service offerings and service details.

Ensure tele callers are effectively handling retailer inquiries, providing information, and following up with retailers for completion of KYC documents.

Assist tele callers in resolving escalations or complex retailer enquiries.

Training & Development:

Develop and deliver training sessions for new hires and ongoing development for existing team members.

Keep the team updated with the latest product knowledge, sales techniques, and CRM usage.

Identify areas for improvement and create action plans for performance enhancement.

Performance Monitoring:

Track and report team performance metrics such as call quality, retailer app adoption rates, and retailer satisfaction.

Set individual and team targets and ensure adherence to service level agreements (SLAs).

Conduct regular one-on-one meetings and performance reviews with team members.

Process Improvement:

Identify process gaps and inefficiencies within the tele-calling operation and suggest improvements.

Collaborate with cross-functional teams (sales, marketing, customer service) to streamline communication and ensure alignment with business goals.

Reporting:

Prepare and present regular performance reports to management on KPIs, achievements, and areas for improvement.

Analyze call data and customer feedback to identify trends and opportunities for sales growth.

Compliance & Quality Control:

Ensure the team follows company policies, compliance guidelines, and telecalling best practices.

Regularly review call recordings and provide quality assurance feedback to ensure high customer service standards.

Requirements:

Experience: Minimum of 4-5 years of experience in WFM , sales support , sales support, or a similar role, with at least 1 year in a team leader or supervisory position.

Education: Bachelor's degree in Business Administration, Marketing, or a related field (preferred).

Skills:

Strong leadership and team management abilities.

Excellent verbal and written communication skills.

Ability to handle customer escalations and resolve conflicts effectively.

Proficiency in CRM tools and call center software.

Analytical mindset with a focus on performance metrics and process optimization.

Other Qualities:

Target-driven and results-oriented.

Ability to multitask and work in a fast-paced environment.

A strong sense of ownership and accountability.

Good excel knowledge.

Job Types: Full-time, Permanent

Pay: ₹30, ₹41,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person