Team Leader

Job Description for Domestic BPO (Call Centre) Telesales Team Leader

Position Title: Telesales Team Leader

Department: Call Centre Operations

No of Positions: 2

Location: Basaveshwara nagar, Bangalore

Job Summary: The Telesales Team Leader in a domestic BPO (Business Process Outsourcing) call centre is responsible for leading a team of telesales agents to achieve sales targets and deliver exceptional customer service. This role involves performance monitoring, providing coaching and training, and implementing strategies to maximize sales and productivity.

Key Responsibilities:

***** Languages: Kannada, Telugu, Tamil, Hindi, English (Mandatory) *****

1. Team Management:

• Supervise and lead a team of telesales agents, providing guidance, support, and motivation to achieve sales targets.
• Conduct regular team meetings to communicate sales goals, performance updates, and any changes in processes or policies.

1. Performance Monitoring:

• Track and analyse individual and team performance metrics (KPIs) such as call volume, conversion rates, and sales revenue.
• Provide feedback and coaching to team members to enhance their performance and address any areas of improvement.

1. Training and Development:

• Organize and conduct training sessions for new hires and ongoing training for existing staff to improve product knowledge, sales techniques, and customer service skills.
• Develop and implement training materials and programs tailored to the needs of the telesales team.

1. Sales Strategy Implementation:

• Collaborate with the Sales Manager to develop and execute sales strategies and campaigns.
• Monitor and adjust sales tactics to ensure optimal performance and achievement of targets.

1. Quality Assurance:

• Monitor calls and interactions to ensure compliance with company policies and sales standards.
• Implement quality assurance processes and participate in audits to maintain high sales and service standards.

1. Customer Service:

• Handle escalated customer issues and complaints, providing resolutions in a timely and efficient manner.
• Ensure a customer-centric approach in all sales interactions and processes.

1. Reporting and Analysis:

• Prepare regular reports on team performance, sales outcomes, and operational issues.
• Analyse data to identify trends, areas for improvement, and opportunities for increasing sales.

1. Process Improvement:

• Identify and implement process improvements to streamline operations and enhance sales efficiency.
• Collaborate with other departments to ensure seamless service delivery and address any operational challenges.

1. Compliance:

• Ensure adherence to company policies, legal regulations, and industry standards.
• Maintain confidentiality of customer information and ensure data security.

Qualifications:

• Experience: Minimum of 3 years of experience in a telesales environment, with at least 1 year in a supervisory or leadership role.
• Skills:
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in telesales software and CRM systems.
• Analytical and problem-solving skills.
• Ability to handle stressful situations and manage conflicts effectively.

Working Conditions:

• Flexible working hours, including weekends and holidays, as required.
• Fast-paced and dynamic call centre environment.