Call Center Team Leader
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Key skills for this role
Role Overview
Lead a team of outbound sales representatives in a target-driven call center environment.
Drive sales performance, customer engagement, lead conversion, and high-quality customer interactions.
Key Skills for This Role
Full Job Posting
Role Overview
Lead a team of outbound sales representatives in a target-driven call center environment.
Drive sales performance, customer engagement, lead conversion, and high-quality customer interactions.
Key Responsibilities
- Lead, supervise, and motivate outbound sales and call center agents.
- Drive daily, weekly, and monthly sales target achievement.
- Monitor outbound calls, conversion rates, productivity, and individual KPIs.
- Coach agents on sales techniques, objection handling, upselling, cross-selling, and closing.
- Conduct team briefings, performance reviews, and one-to-one coaching sessions.
- Monitor call quality and adherence to sales and customer service standards.
Requirements
- Three to five years of call center or contact center experience with significant outbound sales or telesales experience.
- At least one to two years as a team leader or supervisor managing an outbound sales team.
- Proven record of achieving and exceeding sales targets.
- Strong knowledge of outbound sales processes, lead management, and conversion techniques.
- Excellent communication, negotiation, persuasion, and objection-handling skills.
- Strong coaching, mentoring, people-management, analytical, and reporting abilities.
- Retail industry experience is an added advantage.
Key Performance Indicators
Sales achievement and revenue generation.
Lead-to-sale conversion rate.
Outbound call volume and productivity.
Average handling time, customer conversion, retention, upselling, cross-selling, call quality, compliance, attendance, and team target achievement.
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