A BPO (Business Process Outsourcing) sales team leader manages a group of sales representatives to meet or exceed revenue and productivity targets set by clients or the organization.

Core Roles and Responsibilities Target Management: Track daily, weekly, and monthly sales targets (conversion rates, revenue, or average order value) for individual agents and the overall floor.

Performance Monitoring: Listen to live or recorded calls, track metrics like Average Handling Time (AHT) or First-Call Resolution (FCR) alongside sales metrics, and flag performance gaps. Coaching & Mentoring: Conduct regular 1-on-1 feedback sessions, provide side-by-side floor support, and train agents on handling customer objections and pitching. Shift & Floor Management: Handle real-time shift adherence, manage breaks,



run daily huddles or standup briefings, and maintain a high-energy floor workplace.

Reporting: Compile shift, daily, and weekly performance reports for operations managers and clients.

Escalation Handling: Take over complex customer complaints or difficult sales negotiations when agents need senior intervention. Drive engagement through incentive programs, rewards, and healthy competition to reduce attrition and boost morale.

Key Performance

Indicators (KPIs) Tracked Conversion rate (sales per call/lead) Revenue per hour / Sales volume Adherence and attendance percentage Quality assurance (QA) scores on calls

📌 Telecalling Team Leader (Hyderabad)
🏢 VR Elite
📍 Hyderabad