Telecalling Team Leader / Call Center Manager

Job Summary

Key Responsibilities

• Manage, motivate, and supervise a team of telecallers to achieve daily and monthly targets.
• Actively conduct telecalling activities and lead by example.
• Monitor team performance, call quality, productivity, and attendance.
• Recruit, interview, onboard, and train new telecallers.
• Develop call scripts, sales strategies, and performance improvement plans.
• Conduct regular coaching sessions and provide feedback to team members.
• Generate and analyze call center reports, KPIs, and productivity metrics.
• Ensure adherence to company policies, processes, and quality standards.
• Handle escalated customer inquiries and support the team in resolving issues.
• Coordinate with management to improve campaign performance and operational efficiency.

Requirements

• 4–6+ years of experience in telecalling, telesales, call center operations, or customer service management.
• Proven experience managing a team of telecallers or call center agents.
• Experience in hiring, training, and developing telecalling teams.
• Strong leadership, communication, and people management skills.
• Ability to work in a target-driven environment.
• Good understanding of CRM systems, call center software, and reporting tools.
• Experience in call center environments is preferred.
• Ability to manage multiple tasks and lead a team effectively.

Preferred Qualifications

• Previous experience in real estate, telecom, banking, insurance, or outbound sales campaigns is an advantage.
• Strong knowledge of telesales processes and call center best practices.

Working Hours