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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.