Telecalling Team Leader

Tele calling Team Leader

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.

About Retail Scan: 

Headquartered in Mumbai, Retail Scan (

) is India's largest home grown, full service, customised retail solution company. It specializes in extracting significant value from the point of sale that have a direct impact on the sales and profitability of its clients. Retail Scan's business portfolio include a wide array of service offerings. Customised Retail Audit on both physical and offshore model, Retail Loyalty Program management of large FMCG companies through direct incentive payout, Customised Price Tracking Studies for all leading product categories, Actionable Competition Intelligence gathering, Tailored tertiary offtake studies for new market entrants or for new product launches by existing players, Guided distribution studies for companies wanting to scale up retail reach, are some of the flagship offerings of the company. Having a footprint across 900 plus towns across India, Retail Scan today, has a direct connect with top 2 lakh retail stores across India. The company is planning to introduce a few products in the market within next 2 years, that may well redefine the way FMCG companies engage with their traditional trade and SAMT retail environment in future. The company is aggressively getting ready for transition into the next phase of growth and is looking for experienced and dynamic professionals, who are excited at the opportunity of being part of an open and empowered work culture where new and creative ideas are not only encouraged, but well rewarded as well.