Team Leader

Job Description

Role of a Sales TL The Sales Team Leader in a BPO is responsible for leading, motivating, and managing a team of sales agents to achieve set targets and KPIs. The role requires both people management and process improvement skills to ensure smooth, efficient, and high-performing sales operations. Key Responsibilities Team Performance Management Monitor and drive individual and team performance against sales targets. Set daily, weekly, and monthly sales goals. Conduct daily huddles and weekly reviews with the team. Ensure all team members meet their KPIs (calls, conversions, etc.). Training and Development Provide regular coaching and feedback to improve team skills. Conduct product knowledge refreshers and soft skills training. Identify underperformers and implement improvement plans. Team Supervision Manage team schedules, shift planning, and adherence. Ensure team members follow BPO compliance and sales scripts. Handle escalations or customer issues that frontline agents cant resolve. Reporting and Analysis Track and report sales metrics to managers/senior leadership. Analyze team performance trends and suggest improvements. Maintain daily and weekly reports on sales, conversions, and productivity. Collaboration and Coordination Work closely with QA, training, and operations teams to maintain quality standards. Coordinate with support teams (HR, IT) for team-related requirements. Process Improvement Identify gaps in the sales process and suggest actionable solutions. Participate in strategy meetings for campaign planning and execution. Motivation and Engagement Recognize and reward top performers to maintain high morale. Plan team-building activities and contests to increase engagement. Act as a point of contact between the team and management. Key Skills Required Strong leadership and people management Sales and negotiation expertise Good communication and interpersonal skills Data-driven decision-making Problem-solving and conflict resolution