Call Center Team Lead

About the Role

Team Lead

Key Responsibilities

Team Leadership & Supervision

• Lead and supervise a team of admission counsellors.
• Allocate leads and ensure timely follow-ups for maximum conversions.
• Conduct daily briefings, coaching sessions, and performance discussions.

Admissions & Target Achievement

• Drive the team to achieve weekly and monthly admission targets.
• Monitor lead conversion, follow-up quality, and counsellor productivity.
• Support counsellors with high-potential leads and guide them to close admissions.

Quality & Student Experience

• Ensure counsellors provide accurate course information and maintain high-quality interactions.
• Monitor call quality and offer feedback for improvement.
• Handle escalated student/parent queries and ensure timely resolution.

Training & Development

• Identify skill gaps and conduct regular training on counselling skills, communication, and product knowledge.
• Motivate the team and maintain a positive, performance-driven environment.

Reporting & Coordination

• Maintain daily reports on leads, follow-ups, and conversions.
• Share performance updates with managers and collaborate with marketing and operations teams.
• Ensure accurate data entry and adherence to counselling processes.

Qualifications & Skills

• Graduate in any discipline.
• 46 years of relevant experience in admissions counselling, inside sales, or call-centre leadership.
• Strong communication, leadership, and problem-solving skills.
• Experience with CRM tools and MS Excel.
• Target-oriented and able to thrive in a fast-paced environment.