Job Title: BPO Telecaller Team Leader
Department: BPO / Telecalling / Sales
Experience: 5+ years in BPO/Telecalling, with at least 2 years in a Team Leader/Supervisory role
Location: Bangalore, Karnataka
Employment Type: Full-time

Job Summary
We are looking for a result-oriented BPO Telecaller Team Leader to lead, motivate, and manage a team of telecallers. The candidate will be responsible for achieving team targets, monitoring daily calling performance, ensuring call quality, coaching team members, and handling escalations.

Key Responsibilities
- Manage and supervise a team of telecallers.
- Set daily, weekly, and monthly calling and conversion targets.
- Monitor team performance, productivity, attendance, and discipline.
- Track KPIs such as call volume, conversion rate, sales/confirmation, AHT, quality score, and customer satisfaction.
- Conduct daily team huddles and regular performance reviews.
- Monitor calls and provide constructive feedback to improve communication and conversion.




- Coach and motivate low-performing team members.
- Handle escalated customer issues and support agents in difficult calls.
- Ensure proper follow-up with leads/customers.
- Maintain accurate CRM and calling records.
- Prepare daily/weekly/monthly performance reports for management.
- Identify performance gaps and implement corrective action plans.
- Coordinate with HR, Operations, Sales, and other departments as required.
- Conduct training and refresher sessions for current and existing team members.
- Ensure compliance with company policies, calling scripts, and quality standards.

Key Performance Indicators (KPIs)
- Team target achievement
- Conversion rate
- Daily call productivity
- Call quality score
- Customer satisfaction
- Attendance and schedule adherence
- Follow-up efficiency
- Team attrition
- Individual agent performance

📌 Tele Caller Team Lead (Bengaluru)
🏢 Switrus Holidays
📍 Bengaluru