Role Overview

We are seeking a dynamic, result-driven BPO Team Leader to lead, guide, and motivate a team of customer service and sales representatives. In this role, you will be directly responsible for managing day-to-day team performance, driving sales conversions, and maintaining high service standards.

The ideal candidate possesses exceptional English communication skills, strong persuasive abilities, and proven leadership experience in a rapid-paced call center environment.

Key Responsibilities

- Team Leadership & Management: Lead, mentor, and coach a team of 15–20 agents to consistently meet and exceed performance targets (KPIs, SLAs, and sales targets).
- Sales & Persuasion: Guide agents on pitch perfection, objection handling, and closing techniques to boost team conversion rates and overall sales volume.
- Performance Tracking: Monitor live calls, conduct regular quality audits, and deliver actionable feedback through one-on-one coaching sessions.
- Communication & Briefing: Conduct daily floor briefings, huddles, and updates to keep the team aligned on process changes, campaign goals, and performance metrics.
- Escalation Handling:



Directly manage high-priority customer escalations, using strong persuasion skills to resolve conflict and ensure customer retention.

Key Requirements & Skills

- Flawless English Communication: Superior verbal and written English skills are mandatory. Must be able to communicate complex ideas clearly and professionally.
- Persuasive & Sales-Driven: Proven ability to convince, influence, and sell. Experience in outbound sales or conversion-focused inbound processes is highly preferred.
- Leadership Skills: Strong ability to handle team dynamics, motivate underperforming agents, and build a high-energy floor culture.
- Problem-Solving: Quick thinking with the capacity to handle high-pressure situations and difficult customer calls effortlessly.
- Experience: Minimum 2 years of experience in a BPO/Call Center setup, with at least 1 years in a Team Leader or Acting TL role.

Pay: ₹180,000.00 - ₹240,000.00 per year

Benefits

- Paid time off

Work Location: In person

📌 supervisor (Durgapur)
🏢 Codeyourbusiness
📍 Durgapur