Position Summary
We are seeking an experienced and results-driven Team Lead – Telemarketing to manage, coach,and motivate a team of telemarketers. The ideal candidate will be responsible for driving leadgeneration, improving conversion rates, ensuring high-quality customer interactions, and achievingteam performance targets.
Key Responsibilities
- Team Management
- Lead, supervise, and motivate a team of telemarketing executives.
- Conduct regular team huddles, coaching sessions, and performance reviews.
- Monitor attendance, productivity, and adherence to schedules.
- Foster a positive and high-performance team culture.
- Performance & Sales Management
- Ensure achievement of daily, weekly, and monthly lead generation or sales targets.
- Track team KPIs and provide actionable feedback to improve performance.
- Analyze conversion metrics and identify opportunities for improvement.
- Develop and implement strategies to increase productivity and conversion rates.
Quality & Process Excellence
- Monitor call quality and ensure compliance with company standards.
- Conduct call audits and provide coaching based on observations.
- Ensure accurate CRM updates and proper documentation of customer interactions.
- Identify process gaps and recommend improvements.
- Training & Development
- Onboard and train new telemarketing executives.
- Conduct refresher training sessions on communication skills, objection handling, and productknowledge.
- Mentor team members to improve performance and career growth.
- Reporting & Stakeholder Management
- Prepare and share daily, weekly, and monthly performance reports.
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- Collaborate with Operations, Sales, and Marketing teams to improve lead quality and campaigneffectiveness.
- Escalate operational issues and recommend solutions proactively.
Required Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 3–5 years of experience in Telemarketing, Inside Sales, Customer Service, or Call CenterOperations.
- Minimum 1–2 years of experience in a Team Lead or supervisory role.
- Strong leadership, coaching, and people management skills.
- Excellent verbal communication and interpersonal skills.
- Experience using CRM systems and reporting tools.
- Strong analytical and problem-solving abilities.
Key Skills
- Team Leadership
- Telemarketing & Sales Techniques
- Coaching & Performance Management
- Objection Handling
- CRM Management
- Reporting & Analytics
- Customer Engagement
- Process Improvement
- Key Performance Indicators (KPIs)
- Team Conversion Rate
- Leads Generated
- Revenue/Sales Contribution
- Call Quality Scores
- Productivity Metrics (Calls, Talk Time, Follow-Ups)
CRM Compliance
- Attendance & Team Engagement
- Customer Satisfaction Scores
- Preferred Experience
- Experience in Education, Training, EdTech, Healthcare, Financial Services, or BPO environments.
- Exposure to inbound and outbound telemarketing campaigns.
- Proven track record of consistently achieving team targets.
. Skillset Required: Team Leadership, Telemarketing, Sales Techniques, Coaching, Performance Management, Objection Handling, CRM Management, Reporting, Analytics, Customer Engagement, Process Improvement, Key Performance Indicators (KPIs), Team Conversion Rate, Leads Generated, Revenue/Sales Contribution, Call Quality Scores, Productivity Metrics (Calls, Talk Time, Follow-Ups), CRM Compliance, Attendance, Team Engagement, Customer Satisfaction Scores, Leadership, People Management, Verbal Communication, Interpersonal Skills, Analytical Abilities, Problem-Solving
