Team Lead Telecaller

Jobitus; Kolkata District; Sur place; INR 500 000 - 750 000; Plein temps

Avantages offerts par ce poste

Health insurance

Flexible work schedule

Career development opportunities

Competitive salary

Résumé du poste

Jobitus is seeking a proactive Team Leader – Telecaller in Kolkata to lead a high-performing telecalling team and drive quality assurance and training initiatives. You will manage performance, monitor call quality, coach on skills, and align improvements with client SLAs.

Ideal candidates will have 2–5 years in telecalling or call centers, at least 1 year in supervisory roles, and proficiency in MS Excel and CRM tools to generate actionable insights and drive results.

Qualifications

• Graduate in any discipline (Bachelor’s degree mandatory).
• 2–5 years of experience in telecalling, telesales, or call center roles.
• Minimum 1 year of experience in team handling or supervisory capacity.
• Prior experience in QA or Training roles is a strong advantage.
• Proficient in MS Excel, call reporting tools, and CRM systems.

Responsabilités

• Lead, motivate, and mentor a team of telecallers to meet daily, weekly, and monthly conversion targets.
• Conduct regular one-on-one feedback, performance evaluations, and goal reviews.
• Monitor team KPIs such as call volume, conversion rate, quality adherence, and lead utilization.
• Track productivity, reduce attrition, and boost morale through rewards and recognition.
• Drive team huddles, roleplays, and skill-based sessions.
• Monitor live and recorded calls to ensure adherence to scripts, process guidelines, and communication standards.
• Deliver 100% actionable feedback and coaching sessions based on audit findings.
• Maintain call quality dashboards and share weekly insights with management.
• Create and deliver training content tailored to performance gaps.

Connaissances

Team leadership

Coaching

Performance monitoring

Quality assurance

Communication skills

MS Excel

CRM systems

Data analytics

Stakeholder management

Training

Formation

Bachelor's degree (Graduate)

Outils

CRM systems

MS Excel

Call reporting tools

MS Office

Description du poste

Job Description

We are looking for a proactive and quality-focused Team Leader – Telecaller, who can not only lead a high-performing team of telecallers but also drive quality assurance and training initiatives within the team. The ideal candidate will manage performance, monitor call quality, and enhance skills through structured feedback and coaching.

Key Responsibilities

Team Management & Performance

• Lead, motivate, and mentor a team of telecallers to meet daily, weekly, and monthly conversion targets
• Conduct regular one-on-one feedback, performance evaluations, and goal reviews
• Monitor team KPIs such as call volume, conversion rate, quality adherence, and lead utilization
• Track productivity, reduce attrition, and boost morale through rewards and recognition
• Drive team huddles, roleplays, and skill-based sessions

Quality Assurance

• Monitor live and recorded calls to ensure adherence to scripts, process guidelines, and communication standards
• Conduct regular call audits and identify improvement areas at individual and team levels
• Deliver 100% actionable feedback and coaching sessions based on audit findings
• Maintain call quality dashboards and share weekly insights with management

Training & Upskilling

• Conduct New Hire Training (NHT) and refresher training on sales pitch, objection handling, and process updates
• Create and deliver training content tailored to performance gaps
• Ensure timely completion of learning modules, compliance, and knowledge tests
• Support learning and development through real-time call shadowing, simulations, and mock calls

Stakeholder Communication

• Coordinate with clients and internal teams for script updates, approvals, and issue resolution
• Share timely reports and participate in calibration sessions with operations and QA leads
• Align training and quality initiatives with business objectives and SLAs

Domain / Functional Expertise Areas

• Strong knowledge of inbound/outbound sales and campaigns
• Proficiency in MS Office & data analytics
• Excellent verbal & written communication skills
• Strong stakeholder management and collaboration abilities

Qualifications

• Graduate in any discipline (Bachelor’s degree mandatory)
• 2–5 years of experience in telecalling, telesales, or call center roles
• Minimum 1 year of experience in team handling or supervisory capacity
• Prior experience in QA or Training roles is a strong advantage
• Proficient in MS Excel, call reporting tools, and CRM systems

Benefits

• Competitive salary
• Possibilities for career development and advancement
• Health insurance
• Flexible work schedule