Key Responsibilities

- Manage day-to-day operations of the assigned team and ensure smooth process execution.
- Lead, coach, mentor, and motivate Team Members to achieve individual and team targets.
- Actively take second voices on customer calls wherever required to assist agents in closing sales, overcoming objections, and maximizing revenue opportunities.
- Provide real-time sales assistance and intervention to agents during challenging calls to improve conversion and revenue generation.
- Continuously motivate and encourage agents to achieve their individual and team revenue targets through regular coaching, call support, and performance guidance.
- Monitor daily performance against KPIs, including Sales, Revenue, AHT, Productivity, Quality, Attendance, Adherence, Conversion, and CSAT.
- Drive the team towards achieving daily, weekly, and monthly revenue and operational targets.
- Identify revenue gaps and take immediate corrective actions to ensure targets are achieved.
- Conduct regular team huddles to discuss targets, performance gaps, sales strategies, objections, and opportunities for improvement.
- Conduct regular performance reviews, feedback sessions, coaching, and one-on-one meetings.
- Listen to calls and identify opportunities where agents can improve their sales pitch, objection handling, and closing techniques.
- Lead by example by actively participating in calls and demonstrating effective sales and objection-handling techniques to agents.
- Identify performance gaps and implement corrective action and performance improvement plans.
- Ensure adherence to client SLAs, process guidelines, quality standards,



and company policies.
- Monitor calls, interactions, and sales performance to identify areas for improvement.
- Work closely with QA, Training, HR, MIS, and Operations teams to resolve performance and process-related issues.
- Prepare and review daily/weekly MIS reports and provide accurate performance updates to management.
- Handle customer escalations and ensure timely resolution of operational issues.
- Ensure proper roster adherence, attendance, shift management, break adherence, and workforce utilization.
- Maintain discipline within the team and ensure employees follow company policies and operational procedures.
- Support employee engagement, retention, motivation, and performance improvement initiatives.
- Identify high performers and underperformers and take appropriate action in coordination with the Operations Manager.
- Ensure effective utilization of manpower and support workforce planning as required.
- Escalate critical operational, employee, client, or compliance issues to the Operations Manager in a timely manner.
- Build a target-driven, revenue-focused, accountable, and performance-oriented culture within the team.

Required Skills

- Strong leadership, coaching, and people-management skills.




- Excellent communication and interpersonal skills.
- Strong sales orientation with proven ability to personally support agents in closing sales and generating revenue.
- Strong objection-handling and closing skills.
- Ability to take second voices and effectively assist agents during live customer interactions.
- Strong analytical and problem-solving abilities.
- Hands-on experience with KPIs such as Sales, Revenue, AHT, Conversion, Productivity, Quality, CSAT, Attendance, and Shrinkage.
- Good knowledge of MIS reporting and MS Excel.
- Ability to monitor and interpret team performance data.
- Strong decision-making and escalation-management skills.
- Ability to work under pressure in a fast-paced BPO environment.
- Robust understanding of US Technical Sales and Support processes.
- Ability to handle team conflicts, performance issues, and customer escalations professionally.

Eligibility

- Bachelor's degree in any discipline.
- Minimum 3–5 years of experience in BPO/ITES Operations, preferably in an international process.
- Minimum 1–2 years of experience as a Team Leader managing a sales/support team.
- Hands-on experience in US Technical Sales, Technical Support, or International Voice Processes will be highly preferred.
- Candidates with proven experience in achieving sales/revenue targets, taking second voices, closing sales, and coaching agents to generate revenue will be strongly preferred.

Pay: ₹70,000.00 - ₹100,000.00 per month

Benefits:

- Food provided

Work Location: In person

📌 Technical Sales Team Lead - (US process Technical Sales and Support) (India)
🏢 Assistara Global Services
📍 India