Team Manager – US Outbound Sales ProcessRole Purpose*NIGHT SHIFT *

The Team Leader – US Outbound Sales is responsible for the day-to-day delivery, people performance, and quality governance of an outbound sales pod supporting the US market.

This role acts as the execution bridge between strategy and the sales floor, ensuring targets, compliance, customer experience, and agent effectiveness are consistently achieved.

This position demands a hands-on leader with strong outbound sales acumen, data interpretation skills, and the ability to coach agents in a fast-paced night-shift environment.

Role Snapshot

- Position: Team Leader – US Outbound Sales (must be a strong performer on the floor)
- Function: Outbound Voice – Recent Customer Acquisition (US Market)
- Reporting To: Operations Manager / Senior Operations Manager
- Team Size: 20 Agents (plus Senior Agents, if applicable)
- Stakeholders: QA, Training, WFM, MIS, HR, Dialer & Client Operations Teams

Core Responsibilities1. Performance Ownership & Governance

- Own daily, weekly, and monthly performance of the assigned team against revenue, productivity, and quality KPIs.
- Translate campaign goals and OKRs into clear, actionable targets for agents.
- Conduct 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 to improve connect-to-conversion ratios 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.
- Drive engagement, retention, and morale in a night-shift environment.
- 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 implemented.
- Promote ethical selling and a customer-first approach 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 techniques, 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 Operations to ensure seamless delivery.

Pay: ₹45,000.00 - ₹70,000.00 per month

Work Location: In person

📌 Team leader - outbound sales (India)
🏢 SKYSUN
📍 India