Telecalling Team Leader

Job Overview and Responsibilities

We are seeking a Telecalling Team Leader to oversee the day-to-day productivity and performance of their team and themselves. The leader will track and report performance metrics on a daily, weekly, and monthly basis to relevant parties. Ensuring that all client requirements and deliverables are met punctually and to the expected standard is a critical part of the role.

The Team Leader will also handle onboarding and continuous training for team members, covering processes, product details, call scripts, role-playing exercises, and call disposition procedures. Maintaining and updating training resources such as product notes, FAQs, call scripts, and operational databases is necessary to support team effectiveness.

They will be responsible for keeping all databases accurate and current, having an in-depth understanding of the product, operational processes, deliverables, and evaluation methods prescribed by the Operations Manager. Regular submission of Management Information System (MIS) reports to the Operations Manager, HR, and other reporting managers is required for transparency and operational support.

Client interaction forms a key aspect of the role, including submitting leads, providing updates, and sharing MIS reports regularly. The Telecalling Team Leader also verifies the quality of leads compiled by their team before submission, managing the entire lead management lifecycle.

Key Skills and Competencies

• Demonstrated leadership capabilities to guide and motivate a telecalling team
• Excellent verbal and written communication skills
• Client relationship management skills
• Understanding of B2B marketing workflows and principles
• Proficiency in MIS report preparation and analysis
• Strong attention to detail and accuracy
• Ability to perform and thrive in a dynamic, fast-paced setting