Team Lead - Outbound Calling

Keka Technologies Private Limited; Kolkata District; On-site; INR 500,000 - 800,000; Full time

Job summary

Keka Technologies Private Limited is seeking a lead for its telecalling team in Kolkata to oversee daily performance, allocate tasks, and drive target achievement. The role emphasizes coaching, training on calling scripts, CRM usage, and handling escalations to ensure smooth operations in a healthcare-focused customer engagement environment.

The ideal candidate will have 2–5 years in telecalling and team handling, with hands-on experience in outbound calls, leads, and performance tracking, and

Qualifications

• 2–5 years of experience in telecalling/team handling in healthcare or related fields.
• Experience in outbound calling, follow-ups, lead management, conversion, and team performance tracking.
• Prior experience managing a team of tele calling is mandatory.

Responsibilities

• Lead, manage, and monitor day-to-day performance of the telecalling team.
• Allocate calling tasks and ensure achievement of daily, weekly, and monthly targets.
• Monitor calls, follow-ups, conversions, registrations, and overall team productivity.
• Conduct regular call audits and provide feedback/coaching to improve call quality.
• Train new team members on calling processes, scripts, CRM usage, and communication standards.
• Handle escalations and support the team in resolving customer/doctor queries.
• Prepare and maintain daily/weekly MIS and performance reports.

Skills

Bilingual communication

Outbound calling

Lead management

Team performance tracking

Job description

• Lead, manage, and monitor the day-to-day performance of the telecalling team.
• Allocate calling tasks and ensure achievement of daily, weekly, and monthly targets.
• Monitor calls, follow-ups, conversions, registrations, and overall team productivity.
• Conduct regular call audits and provide feedback/coaching to improve call quality.
• Train new team members on calling processes, scripts, CRM usage, and communication standards.
• Handle escalations and support the team in resolving customer/doctor queries.
• Prepare and maintain daily/weekly MIS and performance reports.

Required Experience

• 2–5 years of experience in telecalling/team handling, preferably in healthcare, doctor engagement, customer engagement, lead generation, or similar processes.
• Hands‑on experience in outbound calling, follow‑ups, lead management, conversion, database management, and team performance tracking.
• Prior experience managing a team of tele calling is mandatory.

Key Skills

• Bilingual communication skills are mandatory (Tamil, Telegu, Kannada, Malayalam (Preferred)
• Excellent verbal communication and interpersonal skills.
• Target-oriented and result-driven approach.
• Good convincing, negotiation, and objection-handling skills.