Team Lead

Role & responsibilities

Team Leader US Outbound Sales

hands-on leader

Role Snapshot

• Position:

  Team Leader US Outbound Sales

• Function:

  Outbound Voice – New Customer Acquisition (US Market)

• Reporting To:

  Operations Manager / Senior Operations Manager

• Team Size:

  15 - 20 Agents (plus Sr. Agents, as applicable)

• Stakeholder Interface:

  QA, Training, WFM, MIS, HR, Dialer & Client Ops Teams

Core Responsibilities

1. Performance Ownership & Governance

• Own

  daily, weekly, and monthly performance

  of assigned team against revenue, productivity, and quality KPIs.
• Translate campaign goals and OKRs into

  clear, actionable targets for agents

  .
• Run

  daily huddles, call calibrations, and performance reviews

  with structured follow-ups.
• Identify performance gaps early and drive corrective actions through coaching and monitoring.

2. Campaign Execution & Dialer Discipline

• Execute outbound campaigns as per approved scripts, lists, and dialer strategies.
  
• Ensure strict adherence to

  dialer utilization, dispositioning, callbacks, and compliance norms

  .
• Partner with WFM to manage attendance, shrinkage, and real-time staffing adjustments.
  
• Provide feedback on list quality, pitch effectiveness, and contactability trends.

3. Lead Funnel & Conversion Management

• Ensure

  zero lead leakage

  across allocation, recycling, and final disposition.
• Track conversion ratios at each funnel stage and drive focused improvements.
  
• Coach agents on improving

  connect-to-conversion and appointment quality

  .
• Escalate funnel risks proactively with data-backed insights.

4. People Leadership, Coaching & Attrition Control

• Lead from the floor with a

  high-visibility, hands-on leadership style

  .
• Deliver structured coaching using call audits, scorecards, and live monitoring.
  
• Manage underperformance through documented improvement plans and feedback loops.
  
• Actively drive

  engagement, retention, and morale

  in a night-shift setup.
• Support succession planning by identifying and grooming senior agents.
  

5. Quality, Compliance & Customer Experience

• Ensure 100% compliance with

  US calling regulations, client guidelines, and internal SOPs

  .
• Reinforce call quality standards including tone, accuracy, disclosure, and objection handling.
  
• Participate in QA calibrations and ensure corrective coaching is actioned.
  
• Champion ethical selling and customer-first behavior on the floor.

6. Training Support & Continuous Improvement

• Support new-joiner nesting and on-the-job training in collaboration with Training teams.
  
• Reinforce sales frameworks, objection handling, and pitch discipline post-training.
  
• Share best practices, success stories, and improvement ideas with Operations leadership.

7. Reporting, MIS & Stakeholder Coordination

• Maintain accurate daily MIS on productivity, sales, quality, and attendance.
  
• Present team performance insights during internal reviews and client calls, when required.
  
• Coordinate with QA, WFM, HR, and Ops to ensure seamless delivery.

Preferred candidate profile

• 4–6+ years

  in international BPO operations with

  2-3+ years as a Team Leader

  in US outbound / telesales.
• Strong understanding of

  outbound sales metrics, dialer operations, and compliance

  .
• Proven ability to coach agents and improve conversion through behavior change.
  
• Comfortable working in

  US night shifts

  with high ownership and accountability.
• Data-aware, execution-focused, and people-centric leadership style.