Team Lead- US Outbound Sales

Team Leader – US Outbound Sales

📍 Mohali (On-site) | 🕒 US Night Shift

👥 Team: ~20 Agents | 📊 Exp: 4–6 Years (2–3 Years as TL – US Sales)

We need a floor-driven Team Leader who can drive revenue, improve conversions, and lead from the front in a fast-paced outbound sales environment.

🎯 Role Highlights:

• Own team performance (sales, productivity, quality)
• Run huddles, call audits & performance reviews
• Ensure dialer discipline & zero lead leakage
• Improve funnel conversion & agent effectiveness
• Coach, mentor & control attrition
• Maintain US compliance & quality standards
• Work closely with QA, WFM & Ops teams

💡 Ideal Candidate:

• Experience in US outbound/telesales (BPO)
• Strong in sales metrics & conversion strategy
• Hands-on coaching & team management skills
• Data-driven & high ownership mindset

📈 Why Join?

High-growth environment | Strong ownership | Leadership opportunity

1. Performance Ownership & Governance

• Own daily, weekly, and monthly performance of assigned team against revenue, productivity, and quality KPIs.
• Translate campaign goals and OKRs into clear, actionable targets for agents.
• Run daily huddles, call calibrations, and performance reviews with structured follow-ups.
• Identify performance gaps early and drive corrective actions through coaching and monitoring.

1. 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.

1. 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 on improving connect-to-conversion and appointment quality.
• Escalate funnel risks proactively with data-backed insights.

1. 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.
• Actively drive engagement, retention, and morale in a night-shift setup.
• Support succession planning by identifying and grooming senior agents.

1. 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 actioned.
• Champion ethical selling and customer-first behavior on the floor.

1. Training Support & Continuous Improvement

• Support new-joiner nesting and on-the-job training in collaboration with Training teams.
• Reinforce sales frameworks, objection handling, and pitch discipline post-training.
• Share best practices, success stories, and improvement ideas with Operations leadership.

1. 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 Ops to ensure seamless delivery.