Job Description
We are seeking a dynamic and results-oriented Telecalling Team Lead to manage and guide a team of telecallers. The ideal candidate will have experience in handling both inbound and outbound calls, leading teams, and driving performance in a target-driven environment. The Telecalling Team Lead will be responsible for ensuring the team meets performance targets, maintains high service quality standards, and contributes to achieving business goals.
Key Responsibilities:
- Performance Management: Set clear KPIs and regularly monitor team performance to ensure targets are met.
- Training & Development: Conduct regular training sessions to enhance team members' skills and keep them updated on product knowledge, processes, and scripts.
- Quality Assurance: Monitor calls and provide feedback to ensure quality standards and customer satisfaction goals are achieved.
- Reporting: Prepare and deliver daily, weekly, and monthly performance reports, including key metrics such as calls made, conversion rates, and customer satisfaction levels.
- Issue Resolution: Promptly address escalated customer complaints or issues, ensuring timely and professional resolution.
Additional Information:
- Career Level: Mid-level
- Language Required: Hindi
- Nationality: Indian
- Company Size: 11-50
