Team Lead

Animal Health Pathology Lab; North 24 Parganas District; On-site; INR 400,000 - 650,000; Full time

Job summary

Animal Health Pathology Lab (AHPL) is hiring a Calling Team Leader to manage the Telecalling & Lead Conversion team in Kolkata. You will handle incoming queries, allocate leads, track calls, ensure timely follow-ups and drive lead-to-confirmation conversions.

The ideal candidate has 3–6 years in telecalling or inside sales, strong leadership, and proficiency in English, Hindi and Bengali. Experience with CRM and reporting is preferred.

Qualifications

• Graduate in any discipline.
• 3–6 years of experience in Telecalling, Inside Sales, or Lead Conversion.
• Strong team handling and motivation skills.

Responsibilities

• Manage and supervise the complete Telecalling / Customer Query Team.
• Receive and monitor all incoming customer queries and leads.
• Distribute leads among team members systematically and ensure that every lead is attended to promptly.
• Monitor whether each assigned lead has been contacted properly.
• Review the quality and outcome of every important customer call.
• Maintain proper records of lead received, assigned, contacted, follow-up and confirmed cases.
• Personally follow up on leads where the initial call has not resulted in confirmation.
• Ensure that pending leads are followed up within the required timeline.
• Take ownership of lead conversion and booking confirmation.
• Identify reasons for non-conversion and guide team members accordingly.
• Coach and train telecallers on customer communication, objection handling and conversion techniques.
• Monitor individual team-member performance and daily productivity.
• Prepare daily/weekly reports on: Total Leads Received, Leads Assigned, Calls Completed, Follow-ups Pending, Confirmed Bookings, Non-Converted Leads, Conversion Percentage.
• Escalate important customer complaints or service-related issues to the concerned department.
• Coordinate with Operations, Branch and Marketing Teams to ensure smooth customer handling.
• Ensure no customer lead remains unattended or without follow-up.

Skills

Team leadership

Telecalling

Sales conversion

CRM

Follow-up skills

Communication (English/Hindi/Bengali)

Coaching & training

Education

Bachelor's degree

Tools

CRM software

Calling software

Excel/Google Sheets

Data reporting tools

Job description

Job Title: Calling Team Leader Telecalling & Lead Conversion

Company: Animal Health Pathology Lab (AHPL)

Department: Sales & Customer Support / Telecalling

Experience: 3-6 Years

Employment Type: Full Time

Location: Kolkata

Industry: Veterinary Healthcare / Diagnostic Services

Job Summary

We are looking for an experienced Calling Team Leader to manage and supervise our Telecalling & Lead Conversion Team.

The candidate will be responsible for handling incoming customer queries, systematically distributing leads among team members, monitoring every call, ensuring timely follow-ups, and driving lead-to-confirmation conversion.

The ideal candidate should have strong team handling, telecalling, sales conversion, customer relationship management and follow-up skills.

Key Responsibilities

• Manage and supervise the complete Telecalling / Customer Query Team.
• Receive and monitor all incoming customer queries and leads.
• Distribute leads among team members systematically and ensure that every lead is attended to promptly.
• Monitor whether each assigned lead has been contacted properly.
• Review the quality and outcome of every important customer call.
• Maintain proper records of lead received, assigned, contacted, follow-up and confirmed cases.
• Personally follow up on leads where the initial call has not resulted in confirmation.
• Ensure that pending leads are followed up within the required timeline.
• Take ownership of lead conversion and booking confirmation.
• Identify reasons for non-conversion and guide team members accordingly.
• Coach and train telecallers on customer communication, objection handling and conversion techniques.
• Monitor individual team-member performance and daily productivity.
• Prepare daily/weekly reports on:
  • Total Leads Received
  • Leads Assigned
  • Calls Completed
  • Follow-ups Pending
  • Confirmed Bookings
  • Non-Converted Leads
  • Conversion Percentage
• Escalate important customer complaints or service-related issues to the concerned department.
• Coordinate with Operations, Branch and Marketing Teams to ensure smooth customer handling.
• Ensure no customer lead remains unattended or without follow-up.

Key Performance Indicators (KPIs)

• Lead Response Time
• Lead Assignment Efficiency
• Call Completion Rate
• Follow-up Completion Rate
• Lead-to-Booking Conversion %
• Team Productivity
• Pending Lead Reduction
• Customer Satisfaction
• Individual Telecaller Performance

Candidate Profile

• Graduate in any discipline.
• 36 years of experience in Telecalling / Inside Sales / Customer Service / Lead Conversion.
• Previous experience as a Calling Team Leader / Telecalling Supervisor / Inside Sales Team Leader will be preferred.
• Strong experience in handling and motivating a team.
• Excellent communication skills in English, Hindi and Bengali.
• Strong follow-up and persuasion skills.
• Good understanding of sales conversion and customer handling.
• Comfortable working with CRM, calling software, Excel/Google Sheets or similar systems.
• Ability to analyse team performance and prepare reports.
• Should be target-oriented, responsible and proactive.

Preferred Experience

• Healthcare / Diagnostic Laboratory
• Veterinary Healthcare
• Hospital / Clinic
• Medical or Veterinary Diagnostics
• Pharmacy / Healthcare Services
• Insurance / Banking Telecalling
• BPO / Call Centre
• Inside Sales

What We Are Looking For

We need a hands-on Team Leader, not just a supervisor.

The candidate should be capable of taking ownership of the complete lead journey:

Lead Received Lead Assigned Call Made Customer Query Resolved Follow-up Booking Confirmation Conversion

The candidate must be comfortable personally intervening in important or non-converted leads and converting them into confirmed bookings wherever possible.

Additional performance incentives may be provided based on team conversion and achievement of targets.