Walk-in || Team Lead

Role & responsibilities

• Quality Control: Monitor and audit call/chat conversations of executives against quality and compliance parameters; score calls and flag deviations.
• Share structured, actionable feedback with individual agents and the Manager to close performance and behavioural gaps.
• Training: Design and deliver induction and refresher training on product knowledge, pitch, objection handling, and process updates.
• Identify skill gaps through call audits and floor observation, and build targeted training modules to address them.
• Team & Operations Management: Step in as interim manager during the Manager's leave/absence allocate leads, monitor daily targets, run huddles, and ensure zero disruption to floor operations.
• Support the Manager with daily/weekly reporting, roster and attendance tracking, and escalation handling.
• Act as the first point of escalation for executives on customer or process issues in the Manager's absence.

Preferred candidate profile

• 3-5 years of experience in customer experience, tele-sales, or assisted/inside sales calling, preferably in a call/chat-based environment.
• Prior experience in a senior executive, team lead, or quality analyst role is preferred.
• Proven track record of meeting individual sales/conversion targets.
• Working knowledge of CRM and dialer/call-center tools (e.g., call recording, ticketing, and lead management systems).
• Strong verbal and written communication skills in English, with proficiency in a regional language (e.g., Hindi, Kannada, Tamil, or Telugu) an advantage.
• Comfortable working as both an individual contributor and a people manager, depending on business need.
• Willing to work 6 days a week from the Bangalore office.