Team Leader – Inbound Operations
? Location: Noida
? Experience: 2–5 Years

We are looking for a Team Leader – Inbound Team who can manage day-to-day inbound calling operations, drive team productivity, monitor lead handling quality, and ensure timely reporting. The ideal candidate should be strong with numbers, Excel, call-centre processes, and team management. This role requires someone who can think from a call-centric and conversion-focused point of view, ensure every inbound lead/call is catered properly, and work closely with sales, marketing, and operations teams.

Key Responsibilities
Lead and manage the Inbound Calling Team to ensure smooth day-to-day operations.
Monitor call handling, lead allocation, follow-ups, and callback completion.
Track team productivity, call quality, and performance metrics.
Prepare and maintain MIS reports, dashboards, and operational reports.
Analyze data to identify process gaps and improve team efficiency.
Ensure adherence to TATs, SOPs, and CRM processes.




Coordinate with Sales, Marketing, and Operations teams for seamless lead management.
Conduct regular coaching and performance reviews for team members.
Requirements
2–5 years of experience in calling operations, lead management, customer support, or sales support.
Minimum 1 year of team handling experience.
Strong Excel, reporting, and data analysis skills.
Excellent communication skills in English and Hindi.
Experience with CRM tools, LeadSquared (LSQ), Ameyo, or similar platforms is preferred.
Preferred Candidate
Prior experience in EdTech, Education, Counselling, or Call Centre Operations.
Robust people management and stakeholder management skills.
Data-driven, process-oriented, and comfortable managing high-volume calling operations.
Ability to drive team productivity, improve call quality, and ensure operational excellence.

📌 Team Lead – Inbound Operations (Noida)
🏢 upGrad
📍 Noida