Tele Caller Team Lead

Switrus Holidays; Bengaluru; On-site; INR 500,000 - 700,000; Full time

Job summary

Switrus Holidays is seeking a BPO Telecaller Team Leader to guide a team of telecallers, drive targets, monitor quality, and coach members for improved performance.

The role requires 5+ years in BPO/telecalling with at least 2 years in a supervisory capacity, and hands-on experience with CRM tools and reporting. You will coordinate with cross-functional teams to optimize calling campaigns and ensure client satisfaction.

Qualifications

• 5+ years in BPO/Telecalling with at least 2 years in a Team Leader/Supervisory role.

Responsibilities

• Lead and supervise a team of telecallers.
• Set daily/weekly/monthly calling targets and monitor progress.
• Coach team members and conduct performance reviews.
• Handle escalations and support agents in difficult calls.
• Maintain CRM and calling records; ensure data accuracy.

Skills

Team Leadership

Coaching

KPI Tracking

CRM Management

Call Quality

Customer Escalations

Tools

CRM software

MS Excel

Job description

Job Title: BPO Telecaller Team Leader

Department: BPO / Telecalling / Sales

Experience: 5+ years in BPO/Telecalling, with at least 2 years in a Team Leader/Supervisory role

Location: Bangalore, Karnataka

Employment Type: Full-time

Job Summary

We are looking for a result-oriented BPO Telecaller Team Leader to lead, motivate, and manage a team of telecallers. The candidate will be responsible for achieving team targets, monitoring daily calling performance, ensuring call quality, coaching team members, and handling escalations.

Key Responsibilities

• Manage and supervise a team of telecallers.


• Set daily, weekly, and monthly calling and conversion targets.


• Monitor team performance, productivity, attendance, and discipline.


• Track KPIs such as call volume, conversion rate, sales/confirmation, AHT, quality score, and customer satisfaction.


• Conduct daily team huddles and regular performance reviews.


• Monitor calls and provide constructive feedback to improve communication and conversion.


• Coach and motivate low-performing team members.


• Handle escalated customer issues and support agents in difficult calls.


• Ensure proper follow-up with leads/customers.


• Maintain accurate CRM and calling records.


• Prepare daily/weekly/monthly performance reports for management.


• Identify performance gaps and implement corrective action plans.


• Coordinate with HR, Operations, Sales, and other departments as required.


• Conduct training and refresher sessions for new and existing team members.


• Ensure compliance with company policies, calling scripts, and quality standards.

Key Performance Indicators (KPIs)

• Team target achievement


• Conversion rate


• Daily call productivity


• Call quality score


• Customer satisfaction


• Attendance and schedule adherence


• Follow-up efficiency


• Team attrition


• Individual agent performance