Team Leader

🧠 **Core Skills**

1. **Process Knowledge**

* Strong understanding of outbound calling operations (lead generation, cold calling, upselling, renewals, surveys, etc.)

* Familiarity with CRM tools, dialer systems, and campaign management.

2. **Communication Skills**

* Excellent verbal and written communication.

* Ability to motivate and influence teams through clear, concise, and assertive communication.

* Active listening and persuasive selling ability.

3. **Analytical & Reporting Skills**

* Ability to analyze daily/weekly performance metrics (conversion %, talk time, connect rate, lead utilization, etc.)

* Proficiency in preparing MIS reports and dashboards for management review.

👥 **People Management Skills**

1. **Team Handling**

* Managing a team of 10–20 outbound associates.

* Driving daily productivity, adherence, and performance discipline.

* Scheduling and roster management.

2. **Coaching & Development**

* Conducting regular call audits, feedback sessions, and performance reviews.

* Identifying training needs and coordinating refreshers.

3. **Motivation & Engagement**

* Maintaining high morale, recognizing performers, and addressing grievances promptly.

📈 **Performance & Target Management**

1. **Target Achievement**

* Ensuring daily/weekly/monthly sales or conversion targets are met.

* Monitoring KPIs: conversion %, AHT, QA score, adherence, and attendance.

2. **Performance Improvement**

* Driving productivity through structured call monitoring and interventions.

* Implementing action plans for low performers.

🧩 **Operational & Technical Skills**

1. **Dialer & CRM Proficiency**

* Hands-on with auto/manual dialers (e.g., Ameyo, Genesys, Exotel).

* CRM data hygiene, disposition tagging, and lead follow-up.

2. **Excel & Reporting**

* Intermediate to advanced Excel (pivot tables, lookups, dashboards).

* Daily/weekly reporting on leads, connects, and outcomes.

3. **Compliance & Quality**

* Adhering to call scripts, Do Not Disturb (DND) norms, and data privacy rules.

* Ensuring high QA scores through regular calibrations.

💡 **Behavioral & Leadership Traits**

* Result-oriented and self-driven.

* Strong decision-making and problem-solving skills.

* Ability to work under pressure and handle escalations.

* Flexible and adaptive to process or campaign changes.

* Positive attitude and strong work ethics.

****Minimum 2 years experience as Team Leader**