Team Leader

Team Leader who will be responsible for day-to-day delivery, people performance, and quality governance of an outbound sales pod supporting the US market. The role acts as the execution bridge between strategy and the sales floor, ensuring targets, compliance, customer experience, and agent effectiveness are consistently achieved. This position demands a hands-on leader with strong outbound sales acumen, data interpretation skills, and the ability to coach agents in a fast-paced night-shift environment.

Role Snapshot-
● Position: Team Leader – US Outbound Sales - Has to be a Crusher on the floor
● Function: Outbound Voice – New Customer Acquisition (US Market)
● Reporting To: Operations Manager / Senior Operations Manager
● Team Size: 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.

Requirements:
● 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.

● Consistent achievement of sales and productivity targets

● Improved agent conversion and reduced performance variance

● High compliance and QA scores

● Controlled attrition with strong team engagement

● Positive feedback from clients and internal stakeholders