Team Manager – US Outbound Sales Process
Role Purpose
The Team Leader – US Outbound Sales is responsible for day-to-day delivery, people performance, and quality governance of an outbound sales pod supporting the US market. The role acts as the execution bridge between strategy and the sales floor, ensuring targets, compliance, customer experience, and agent effectiveness are consistently achieved.
This position demands a hands-on leader with strong outbound sales acumen, data interpretation skills, and the ability to coach agents in a fast-paced night-shift environment.
Role Snapshot
● Position: Team Leader – US Outbound Sales - Has to be a Crusher on the floor
● Function: Outbound Voice – New Customer Acquisition (US Market)
● Reporting To: Operations Manager / Senior Operations Manager
● Team Size: 20 Agents (plus Sr. Agents, as applicable)
● Stakeholder Interface: QA, Training, WFM, MIS, HR, Dialer & Client Ops Teams
Core Responsibilities
1. Performance Ownership & Governance
● Own daily, weekly, and monthly performance of assigned team against revenue, productivity, and quality KPIs.
● Translate campaign goals and OKRs into clear, actionable targets for agents.
● Run daily huddles, call calibrations, and performance reviews with structured follow-ups.
● Identify performance gaps early and drive corrective actions through coaching and monitoring.
2. Campaign Execution & Dialer Discipline
● Execute outbound campaigns as per approved scripts, lists, and dialer strategies.
● Ensure strict adherence to dialer utilization, dispositioning, callbacks, and compliance norms.
● Partner with WFM to manage attendance, shrinkage, and real-time staffing adjustments.
● Provide feedback on list quality, pitch effectiveness, and contactability trends.
3. Lead Funnel & Conversion Management
● Ensure zero lead leakage across allocation, recycling, and final disposition.
● Track conversion ratios at each funnel stage and drive focused improvements.
● Coach agents on improving connect-to-conversion and appointment quality.
● Escalate funnel risks proactively with data-backed insights.
4. People Leadership, Coaching & Attrition Control
● Lead from the floor with a high-visibility, hands-on leadership style.
● Deliver structured coaching using call audits, scorecards, and live monitoring.
● Manage underperformance through documented improvement plans and feedback loops.
● Actively drive engagement, retention, and morale in a night-shift setup.
● Support succession planning by identifying and grooming senior agents.
5. Quality, Compliance & Customer Experience
● Ensure 100% compliance with US calling regulations, client guidelines, and internal SOPs.
● Reinforce call quality standards including tone, accuracy, disclosure, and objection handling.
● Participate in QA calibrations and ensure corrective coaching is actioned.
● Champion ethical selling and customer-first behavior on the floor.
6. Training Support & Continuous Improvement
● Support new-joiner nesting and on-the-job training in collaboration with Training teams.
● Reinforce sales frameworks, objection handling, and pitch discipline post-training.
● Share best practices, success stories, and improvement ideas with Operations leadership.
7. Reporting, MIS & Stakeholder Coordination
● Maintain accurate daily MIS on productivity, sales, quality, and attendance.
● Present team performance insights during internal reviews and client calls, when required.
● Coordinate with QA, WFM, HR, and Ops to ensure seamless delivery.
Requirements
● 4–6+ years in international BPO operations with 2-3+ years as a Team Leader in US outbound / telesales.
● Strong understanding of outbound sales metrics, dialer operations, and compliance.
● Proven ability to coach agents and improve conversion through behavior change.
● Comfortable working in US night shifts with high ownership and accountability.
● Data-aware, execution-focused, and people-centric leadership style.
Team lead- US Outbound Sales • Sahibzada Ajit Singh Nagar, PB, IN
Role: Business Manager - Sales.As a Business Manager - Sales, you will be required to own the sales funnel & drive sales closure.You will need to achieve sales targets on projects month on month th... Show more
Business Development Lead – US Technology Staffing.US Business Hours (Arizona MST).STEPS is a precision hiring firm specializing in difficult-to-fill roles across ERP, Cloud, Data & AI, Cybersecuri... Show more
Please review in full and follow the application instructions at the end.Note: Candidates must send a 2-3 minute video to apply or will not be considered.Strong communication in English is a requi... Show more
Managed Services Team Leader will be responsible for leading, motivating, and overseeing the day-to-day management of a team of Managed Service Support System Engineers;.ITBD’s onshore Clients when... Show more
Company : warpSpeed Headquarters : United Kingdom Location : India (Remote) Employment : Full-time Salary : Competitive salary based on experience and local market benchmarks.Why Join warpSpeed? O... Show more
Company Description DEONICS TECHNOLOGIES PRIVATE LIMITED provides a broad range of technology services that help businesses manage and optimize their IT infrastructure.The company’s offerings incl... Show more
About the Company LEAI is building the future of legal intelligence by connecting expert witnesses and legal professionals through technology, data, and trusted relationships.Our mission is to mode... Show more
Quaker Houghton is a global leader present in many people’s lives thanks to the fluid solutions we offer to the automotive, aerospace, packaging & construction sectors, amongst others.This role, ba... Show more
Business Development Lead – US Technology Staffing Location: Remote (India) Working Hours: US Business Hours (Arizona MST) About STEPS Talent STEPS is a precision hiring firm specializing in dif... Show more
Company Description First Choice Business Debt Solutions is dedicated to helping small businesses, particularly Construction, Trade, and Trucking companies, overcome financial hardships caused by M... Show more
Job Description NetWitness is revolutionizing how organizations detect, investigate, and respond to cyber threats.As a leader in SIEM (Security Information and Event Management) and NDR (Network D... Show more
Lead and motivate a high-performing outbound sales team.Drive daily, weekly, and monthly sales targets.Monitor team performance and provide regular coaching.Ensure quality, compliance, and operatio... Show more
We are looking for a dynamic and experienced Team Leader to manage our BPO team in Mohali specializing in domestic e-commerce processes.The ideal candidate will have a strong background in BPO oper... Show more
Company Description Loyyal is a leader in loyalty innovation, offering an Enterprise SaaS Suite powered by patented blockchain technology.The company focuses on transforming loyalty programs by in... Show more
GENERAL SUMMARY: The Sales Engineer role is a crucial piece to driving additional business through sales channels, as well as direct.The primary responsibilities include providing technical support... Show more
Roles and Responsibilities : Develop and execute business development strategies to drive revenue growth through client acquisition, retention, and upselling/cross-selling opportunities.Identify ne... Show more
Creative Synergies Group Overview Creative is a leading global technology services firm delivering innovative solutions that synergies our deep engineering domain expertise and Digital Engineering... Show more
We're Hiring: Sales & Business Development Manager – Luxury Packaging Location: Remote (Aligned with German Business Hours) Employment Type: Full-time About the Role We're looking for a highly ... Show more
Strong understanding of end‑to‑end sales processes, pipeline management, forecasting, quota/territory planning, and bookings/revenue metrics.Exceptional analytical skills combined with sound busine... Show more
About the Company : Leap Scholar is a one-stop platform for any aspirant wishing to study abroad.It is a transaction platform for students to apply to the university of choice.The charter for this ... Show more
