Team Leader Call Centre- ITM Skills University @ Navi Mumbai

If Interested please mail us your profile on [email removed]

Desired Candidate Profile

• Graduate/MBA preferred.
• 4 to 8 years of experience in Voice Process, Tele-Sales, or Education Counseling.
• Minimum 3 years of experience in managing a team
• Excellent leadership, coaching, and people management skills.
• Hands-on experience with CRM and MIS reporting.
• Strong communication, negotiation, and problem-solving skills.

Job Summary

We are looking for an experienced Team Leader for Call Center to lead and manage our Student Counseling (Voice Sales) Team. The ideal candidate should have proven experience in handling a team of Education Counselors/Tele-Sales Executives, driving admissions and revenue targets, improving conversion rates, and ensuring excellent customer experience.

Key Responsibilities

• Lead and manage a team of Education Counselors/Admission Counselors.
• Drive daily, weekly, and monthly admission and revenue targets.
• Monitor inbound and outbound calling activities to ensure maximum conversions.
• Coach, mentor, and motivate counselors to improve their sales performance and counseling skills.
• Conduct call audits, provide regular feedback, and identify training needs.
• Track team KPIs such as lead conversion, talk time, follow-up ratio, productivity, and admissions achieved.
• Ensure timely follow-up on all assigned leads through CRM.
• Handle escalated student and parent queries professionally.
• Prepare and present daily, weekly, and monthly MIS reports.
• Collaborate with the Marketing and Admissions teams to improve lead quality and conversion.
• Ensure adherence to company policies, quality standards, and process compliance.
• Recruit, onboard, and develop high-performing counselors.