Senior TEAM Leader US-Based Outbound Sales / Retentions / Collections

Company: Skysun

Location: Mohali / Chandigarh Tricity

Department: Operations

Job Type: Full-Time

Shift: US Shift / Night Shift

Experience: 5+ Years in BPO/Call Center Operations, including 2+ Years as Team Leader / Senior Team Leader

Education: Graduate in any discipline (Postgraduate preferred)

Job Summary

We are looking for an experienced Senior Team Leader to lead and manage high-performing teams in a US-based outbound sales, customer retention, collections, and customer service call center environment.

The ideal candidate will be responsible for driving operational performance, achieving business targets, improving team productivity, ensuring quality and compliance, and delivering excellent customer experiences. The role requires strong people management, analytical, coaching, stakeholder management, and process improvement skills.

Key Responsibilities

1. Team Leadership & Performance Management

- Lead, coach, and motivate Team Leaders and frontline teams to achieve business targets.

- Monitor KPIs, SLAs, productivity, and performance metrics.

- Conduct performance reviews, provide feedback, and implement improvement plans.

- Drive accountability for individual and team performance.

2. Operations Management

- Manage day-to-day operations to ensure productivity, service quality, and operational efficiency.

- Monitor staffing, scheduling, occupancy, utilization, absenteeism, and real-time performance.

- Coordinate with Workforce Management (WFM) to optimize staffing and scheduling.

- Ensure operational readiness and timely issue resolution.

3. Quality & Compliance

- Ensure adherence to quality standards, company policies, SOPs, and regulatory requirements.

- Monitor quality trends and reduce compliance violations.

- Collaborate with Quality Assurance (QA) to improve audit scores and process adherence.

- Promote a culture of customer focus and operational discipline.

4. Client & Stakeholder Management

- Act as a key operational point of contact for clients and internal stakeholders.

- Participate in client reviews, governance meetings, and performance discussions.

- Present operational performance, trends, and action plans.

- Collaborate with WFM, QA, Training, HR, and other teams.

5. Reporting & Analytics

- Prepare daily, weekly, and monthly performance reports.

- Analyze data to identify performance gaps, trends, and improvement opportunities.

- Maintain dashboards and provide actionable insights to management.

- Track coaching effectiveness and KPI movement.

6. Process Improvement

- Drive Lean, Six Sigma, and continuous improvement initiatives.

- Identify automation and process optimization opportunities.

- Standardize best practices, SOPs, and governance processes.

- Support process transitions, new launches, and change initiatives.

7. Talent Development

- Coach and mentor Team Leaders to strengthen leadership capabilities.

- Identify high-potential employees and create development plans.

- Support succession planning and leadership development.

- Partner with Learning & Development (L&D) to improve training effectiveness.

8. Risk & Governance

- Ensure compliance with operational policies, SOPs, and governance requirements.

- Identify and escalate operational risks and critical issues.

- Support internal and external audits.

- Maintain data security and appropriate customer-handling practices.

9. Business & Financial Performance

- Support revenue, profitability, and productivity objectives.

- Ensure achievement of client KPIs, SLAs, and business goals.

- Track business performance and contribute to operational reviews.

- Drive improvements in ROI and overall efficiency.

10. Sales, Retention, Collections & Customer Service

- Drive sales conversions, campaign effectiveness, and revenue growth.

- Improve customer retention and reduce customer churn.

- Maximize collections recovery while maintaining compliance.

- Improve First Call Resolution (FCR), CSAT, quality scores, and customer experience.

Required Skills & Competencies

- Team Leadership and People Management

- Performance Management and Coaching

- Contact Center Operations Management

- US Outbound Sales / Retentions / Collections

- Customer Service and Customer Experience Management

- KPI, SLA, AHT, Occupancy, Shrinkage, Conversion, RPC, PTP, FCR, and CSAT Management

- Quality Assurance and Compliance Management

- Client and Stakeholder Management

- MIS Reporting and Data Analysis

- Advanced Excel and Operational Dashboards

- Problem-Solving and Decision-Making

- Conflict Resolution and Escalation Handling

- Process Improvement and Operational Excellence

- Business Acumen and Results Orientation