Team Lead

Position:

• Team Management
• Lead, motivate, and manage a team of outbound calling agents.
• Monitor agent productivity, call quality, and adherence to process.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Campaign & Dialler Strategy
• Plan, design, and execute outbound campaigns based on business requirements.
• Configure and optimize dialer strategy (predictive, progressive, manual, etc.).
• Monitor dialer performance and take corrective actions for efficiency.

Dialer, Data Strategy & Analytics:

• Manage lead allocation, segmentation, industry and recycling strategies.
• Ensure data Quality and RPC campaign execution.
• Analyse call center metrics (contact ability, conversion ratios, Monthly ROI, etc.) and publish MIS dashboards.

Lead Generation & Cold Calling:

• Ensure the team delivers qualified leads and successful appointments to sales teams.
• Track performance against KPIs (appointments, leads, Hot funnel, closures, OB contribution).
• Collaborate with sales/marketing to refine targeting and improve conversions.

Process & Compliance:

• Ensure adherence to call scripts, regulatory guidelines, and organizational processes.
• Implement maker-checker process for data tagging and lead validation.
• Drive continuous improvement in processes through feedback and audits.

Key Skills & Competencies:

• Strong leadership and people management skills.
• Excellent knowledge of outbound calling, lead generation, and cold calling processes.
• Hands-on experience with dialer management (predictive/progressive/manual).
• Strong analytical skills with ability to interpret call center data and KPIs.

Knowledge of CRM / B2B portals / dialer tools:

• Good communication, coaching, and problem-solving abilities.
• Ability to work in a target-driven and fast-paced environment.

Qualifications & Experience:

• Graduate (BE, B tech or any technically qualified).
• 45 years of experience in outbound call center operations with at least 23 years in a Team Leader / Supervisor role (cold / raw data calling experience).
• Experience in BPO / telecom / lead generation and end to end sales experience preferred.

KPIs / Success Metrics:

• Team productivity (appointments / leads per agent).
• Order Booking (OB MRC) contribution from DG.
• Contactability and conversion ratios.
• Agent retention and performance improvement.
• Process compliance and quality scores.