Team Leader – US Outbound Sales 📍 Mohali (On-site) | 🕒 US Night Shift 👥 Team: ~20 Agents | 📊 Exp: 4–6 Years (2–3 Years as TL – US Sales) We need a floor-driven Team Leader who can drive revenue, improve conversions, and lead from the front in a fast-paced outbound sales environment.
🎯 Role Highlights: * Own team performance (sales, productivity, quality) * Run huddles, call audits & performance reviews * Ensure dialer discipline & zero lead leakage * Improve funnel conversion & agent effectiveness * Coach, mentor & control attrition * Maintain US compliance & quality standards * Work closely with QA, WFM & Ops teams 💡 Ideal Candidate: * Experience in US outbound/telesales (BPO) * Strong in sales metrics & conversion strategy * Hands-on coaching & team management skills * Data-driven & high ownership mindset 📈 Why Join?
High-growth environment | Strong ownership | Leadership opportunity 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.
