Team Lead – Inbound Operations

upGrad; Dadri; On-site; INR 600,000 - 1,000,000; Full time

Job summary

upGrad is seeking a Team Leader for the Inbound Team to drive day-to-day calling operations and boost team productivity. You will oversee lead handling quality, ensure timely reporting, and work closely with Sales, Marketing, and Operations to optimize inbound conversions.

The role requires strong Excel and data‑driven analytics, excellent English and Hindi communication, and prior team leadership experience in a call center or sales-support environment. EdTech exposure is a plus.

Qualifications

• 2–5 years of experience in calling operations, lead management, customer support, or sales support.
• Minimum 1 year of team handling experience.
• Strong Excel, reporting, and data analysis skills.
• Excellent communication skills in English and Hindi.

Responsibilities

• Lead and manage the Inbound Calling Team to ensure smooth day‑to‑day operations.
• Monitor call handling, lead allocation, follow‑ups, and callback completion.
• Track team productivity, call quality, and performance metrics.
• Prepare MIS reports, dashboards, and operational reports.
• Analyze data to identify process gaps and improve team efficiency.
• Ensure adherence to TATs, SOPs, and CRM processes.
• Coordinate with Sales, Marketing, and Operations teams for seamless lead management.
• Conduct regular coaching and performance reviews for team members.

Skills

Excel

Reporting

Data analysis

CRM tools

Leadership

English

Hindi

Tools

LeadSquared (LSQ)

Ameyo

Job description

We are looking for a Team Leader – Inbound Team who can manage day-to-day inbound calling operations, drive team productivity, monitor lead handling quality, and ensure timely reporting. The ideal candidate should be strong with numbers, Excel, call‑centre processes, and team management. This role requires someone who can think from a call‑centric and conversion‑focused point of view, ensure every inbound lead/call is catered properly, and work closely with sales, marketing, and operations teams.

Key Responsibilities

• Lead and manage the Inbound Calling Team to ensure smooth day‑to‑day operations.
• Monitor call handling, lead allocation, follow‑ups, and callback completion.
• Track team productivity, call quality, and performance metrics.
• Prepare and maintain MIS reports, dashboards, and operational reports.
• Analyze data to identify process gaps and improve team efficiency.
• Ensure adherence to TATs, SOPs, and CRM processes.
• Coordinate with Sales, Marketing, and Operations teams for seamless lead management.
• Conduct regular coaching and performance reviews for team members.

Requirements

• 2–5 years of experience in calling operations, lead management, customer support, or sales support.
• Minimum 1 year of team handling experience.
• Strong Excel, reporting, and data analysis skills.
• Excellent communication skills in English and Hindi.
• Experience with CRM tools, LeadSquared (LSQ), Ameyo, or similar platforms is preferred.

Preferred Candidate

• Prior experience in EdTech, Education, Counselling, or Call Centre Operations.
• Strong people management and stakeholder management skills.
• Data‑driven, process‑oriented, and comfortable managing high‑volume calling operations.
• Ability to drive team productivity, improve call quality, and ensure operational excellence.