Team Leader (Telesales) - BPO
Job Title: Team Leader Reports to: Operations Manager Manages: ~15 Agents
Role Summary:The Team Leader (TL) is responsible for managing day-to-day team operations, performance,and development of approximately 15 Tier 1 Telesales Agents. The TL serves as the first lineof leadership, ensuring sales targets, customer satisfaction, and quality metrics areconsistently met. This role balances coaching, performance analytics, and client-specificexpectations to maintain a high-performing telesales team. The TL plays a pivotalfrontline leadership role,as this position is accountable for delivering on key performancemetrics such as sales conversion, customer satisfaction (CSAT), first contact resolution (FCR),and adherence to quality and compliance standards. As a team coach, motivator, and performance manager, the Team Leader ensures each agentis engaged, trained, and equipped to meet their individual and collective goals. The TL acts as acritical communication bridge between frontline agents and operational leadership, providingreal-time insights, flagging risks, and implementing improvement actions. They conductregular huddles, one-on-ones, and coaching sessions to reinforce product knowledge, salestechniques, and behavioral standards.
Key Responsibilities:● Monitor agent performance against KPIs (sales conversion, AHT, CSAT, etc.).● Provide daily coaching, call/chat calibration, and performance feedback.● Conduct team huddles and one-on-one sessions to align goals and performance.● Implement sales initiatives and incentives to drive motivation.● Escalate team issues to the Operations Manager as necessary.● Ensure compliance with policies and BPO standards.● Coordinate with QA and Training teams to reinforce skills and rectify gaps. Requirements:● 2–3 years in BPO operations, with at least 1 year in a supervisory or TL role.● Strong understanding of telesales and technical product offerings.● Excellent communication, coaching, and organizational skills.● Ability to work flexible shifts and under pressure.