Tele Caller Team Lead

Job Title: BPO Telecaller Team Leader
Department: BPO / Telecalling / Sales
Experience: 5+ years in BPO/Telecalling, with at least 2 years in a Team Leader/Supervisory role
Location: Bangalore, Karnataka
Employment Type: Full-time

Job Summary
We are looking for a result-oriented BPO Telecaller Team Leader to lead, motivate, and manage a team of telecallers. The candidate will be responsible for achieving team targets, monitoring daily calling performance, ensuring call quality, coaching team members, and handling escalations.

Key Responsibilities

• Manage and supervise a team of telecallers.
• Set daily, weekly, and monthly calling and conversion targets.
• Monitor team performance, productivity, attendance, and discipline.
• Track KPIs such as call volume, conversion rate, sales/confirmation, AHT, quality score, and customer satisfaction.
• Conduct daily team huddles and regular performance reviews.
• Monitor calls and provide constructive feedback to improve communication and conversion.
• Coach and motivate low-performing team members.
• Handle escalated customer issues and support agents in difficult calls.
• Ensure proper follow-up with leads/customers.
• Maintain accurate CRM and calling records.
• Prepare daily/weekly/monthly performance reports for management.
• Identify performance gaps and implement corrective action plans.
• Coordinate with HR, Operations, Sales, and other departments as required.
• Conduct training and refresher sessions for new and existing team members.
• Ensure compliance with company policies, calling scripts, and quality standards.

Key Performance Indicators (KPIs)

• Team target achievement
• Conversion rate
• Daily call productivity
• Call quality score
• Customer satisfaction
• Attendance and schedule adherence
• Follow-up efficiency
• Team attrition
• Individual agent performance