Telecalling Team Leader

A BPO (Business Process Outsourcing) sales team leader manages a group of sales representatives to meet or exceed revenue and productivity targets set by clients or the organization.

Core Roles and Responsibilities

• Target Management: Track daily, weekly, and monthly sales targets (conversion rates, revenue, or average order value) for individual agents and the overall floor.
• Performance Monitoring: Listen to live or recorded calls, track metrics like Average Handling Time (AHT) or First-Call Resolution (FCR) alongside sales metrics, and flag performance gaps.
• Coaching & Mentoring: Conduct regular 1-on-1 feedback sessions, provide side-by-side floor support, and train agents on handling customer objections and pitching.
• Shift & Floor Management: Handle real-time shift adherence, manage breaks, run daily huddles or standup briefings, and maintain a high-energy floor environment.
• Reporting: Compile shift, daily, and weekly performance reports for operations managers and clients.
• Escalation Handling: Take over complex customer complaints or difficult sales negotiations when agents need senior intervention.
•  Drive engagement through incentive programs, rewards, and healthy competition to reduce attrition and boost morale.

Key Performance Indicators (KPIs) Tracked

• Conversion rate (sales per call/lead)
• Revenue per hour / Sales volume
• Adherence and attendance percentage
• Quality assurance (QA) scores on calls