Team Lead - Contact Centre

About the Role

This role involves overseeing a team of telecallers focused on executing outbound lead calling campaigns. The Team Lead is responsible for ensuring effective monitoring and management of daily team activities including performance tracking, attendance, and productivity metrics.

Key Responsibilities

• Lead and manage a telecalling team engaged in outbound lead generation campaigns.
• Oversee daily attendance, performance metrics, and the overall productivity of the team.
• Conduct regular team meetings, briefings, and appraisals to enhance team efficiency.
• Offer immediate coaching and support to team members to boost lead conversion rates.
• Ensure that all allocated leads are called promptly utilizing dialer or CRM platforms.
• Drive the successful conversion of potential leads into confirmed business such as loan bookings and customer acquisitions.
• Track and analyze the lead management funnel stages including dialing attempts, successful connections, interested prospects, and final conversions.
• Continuously refine and optimize calling strategies to maximize conversion effectiveness.