Job description
Team Leader β US Outbound Sales π Mohali (On-site) | π US Night Shift π₯ Team: ~20 Agents | π Exp: 4β6 Years (2β3 Years as TL β 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.
π― 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 π‘ 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 π Why Join?
High-growth environment | Strong ownership | Leadership opportunity 1.
Performance Ownership & Governance β Own daily, weekly, and monthly performance of assigned team against revenue, productivity, and quality KPIs.
β Translate campaign goals and OKRs into clear, actionable targets for agents.
β Run daily huddles, call calibrations, and performance reviews with structured follow-ups.
β Identify performance gaps early and drive corrective actions through coaching and monitoring.
2. Campaign Execution & Dialer Discipline β Execute outbound campaigns as per approved scripts, lists, and dialer strategies.
β Ensure strict adherence to dialer utilization, dispositioning, callbacks, and compliance norms.
β Partner with WFM to manage attendance, shrinkage, and real-time staffing adjustments.
β Provide feedback on list quality, pitch effectiveness, and contactability trends.
3. Lead Funnel & Conversion Management β Ensure zero lead leakage across allocation, recycling, and final disposition.
β Track conversion ratios at each funnel stage and drive focused improvements.
β Coach agents on improving connect-to-conversion and appointment quality.
β Escalate funnel risks proactively with data-backed insights.
4. People Leadership, Coaching & Attrition Control β Lead from the floor with a high-visibility, hands-on leadership style.
β Deliver structured coaching using call audits, scorecards, and live monitoring.
β Manage underperformance through documented improvement plans and feedback loops.
β Actively drive engagement, retention, and morale in a night-shift setup.
β Support succession planning by identifying and grooming senior agents.
5. Quality, Compliance & Customer Experience β Ensure 100% compliance with US calling regulations, client guidelines, and internal SOPs.
β Reinforce call quality standards including tone, accuracy, disclosure, and objection handling.
β Participate in QA calibrations and ensure corrective coaching is actioned.
β Champion ethical selling and customer-first behavior on the floor.
6. Training Support & Continuous Improvement β Support new-joiner nesting and on-the-job training in collaboration with Training teams.
β Reinforce sales frameworks, objection handling, and pitch discipline post-training.
β Share best practices, success stories, and improvement ideas with Operations leadership.
7. Reporting, MIS & Stakeholder Coordination β Maintain accurate daily MIS on productivity, sales, quality, and attendance.
β Present team performance insights during internal reviews and client calls, when required.
β Coordinate with QA, WFM, HR, and Ops to ensure seamless delivery.
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