Job Title: Outbound Operations Team Leader
Job Overview
The Outbound Operations Team Leader is responsible for supervising, guiding, and motivating a team of outbound agents to achieve performance targets, ensure service quality, and deliver exceptional customer experience. This role includes monitoring daily operations, providing coaching, improving processes, and ensuring team alignment with company goals.
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Key Responsibilities
1. Team Management
Lead, supervise, and support a team of outbound agents.
Monitor attendance, schedule adherence, and team productivity.
Allocate tasks and ensure proper workload distribution.
2. Performance & Quality Management
Track team KPIs (conversion rate, contact rate, sales targets, productivity, etc.).
Conduct regular performance evaluations and provide constructive feedback.
Ensure compliance with company policies and quality standards.
3. Coaching & Development
Conduct coaching sessions and training refreshers to improve agent performance.
Identify skill gaps and create development plans for team members.
Motivate the team to achieve daily, weekly, and monthly targets.
4. Operational Excellence
Ensure smooth daily outbound operations and resolve any operational issues.
Analyze campaign performance and recommend improvements.
Coordinate with other departments (Quality, Training, Workforce, Operations Management) as needed.
5. Reporting
Prepare and submit daily/weekly/monthly performance reports.
Provide insights and recommendations to enhance efficiency and results.
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Qualifications & Requirements
Bachelor’s degree or equivalent experience.
Males Only
Previous experience as a Team Leader or Senior Agent in outbound operations (sales, telesales, collections, etc.).
Strong analytical skills with the ability to interpret KPIs and data.
Excellent communication, leadership, and problem-solving skills.
Ability to work under pressure and manage multiple tasks.
Proficiency with CRM systems and MS Office tools.
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Key Competencies
Leadership & People Management
Sales/Outbound Expertise
Coaching & Mentoring
Decision Making
Time Management
Team Motivation
Process Improvement