Team Leader

Job Description – Team Leader (Ayurveda BPO)

Designation: Team Leader

1. Job Responsibilities

Team Management

* Manage and supervise a team of telecallers handling inbound and outbound calls.

* Allocate daily calling targets and monitor individual team performance.

* Ensure optimum team productivity and achieve daily, weekly and monthly targets.

Sales & Revenue Generation

* Drive sales of Ayurvedic, herbal and OTC products through outbound calling.

* Motivate team members to achieve sales, conversion and revenue targets.

* Monitor lead conversion, order booking and repeat customer sales.

Performance Monitoring

* Track daily call volume, conversion ratio, average handling time (AHT) and productivity.

* Prepare and share daily, weekly and monthly performance reports.

* Monitor team KPIs and take corrective action wherever required.

Training & Development

* Train telecallers on product knowledge, Ayurvedic benefits and sales techniques.

* Conduct regular mock calls and feedback sessions.

* Improve communication, objection handling and customer engagement skills.

Customer Relationship Management

* Handle escalated customer queries and complaints.

* Ensure proper follow-ups with prospective and existing customers.

* Maintain customer satisfaction and service quality.

Operations & Coordination

* Coordinate with dispatch, warehouse, order processing and NDR teams.

* Monitor order confirmation, cancellation, return and delivery-related issues.

* Ensure proper CRM updates and calling records.

2. Required Skills & Qualifications

* Graduate in any discipline.

* 2–5 years of experience in BPO / Telecalling / Telesales.

* At least 1–2 years of team-handling experience.

* Experience in Ayurveda, Healthcare, FMCG or OTC industry preferred.

* Strong leadership and communication skills.

* Good knowledge of CRM and Excel.

* Target-oriented with strong problem-solving abilities.

3. Key Performance Indicators (KPIs)

* Daily and monthly sales targets.

* Team productivity and calling volume.

* Lead-to-order conversion ratio.

* Revenue generation.

* Order confirmation ratio.

* Repeat customer sales.

* Team attendance and retention.

* Quality and customer satisfaction.

Reporting To: Operations Manager / BPO Manager