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Job details:
Team Leader – Inbound Operations
📍 Location: Noida
🕒 Experience: 2–5 Years
We are looking for a Team Leader – Inbound Team who can manage day-to-day inbound calling operations, drive team productivity, monitor lead handling quality, and ensure timely reporting. The ideal candidate should be strong with numbers, Excel, call-centre processes, and team management. This role requires someone who can think from a call-centric and conversion-focused point of view, ensure every inbound lead/call is catered properly, and work closely with sales, marketing, and operations teams.
Key Responsibilities
- Lead and manage the Inbound Calling Team to ensure smooth day-to-day operations.
- Monitor call handling, lead allocation, follow-ups, and callback completion.
- Track team productivity, call quality, and performance metrics.
- Prepare and maintain MIS reports, dashboards, and operational reports.
- Analyze data to identify process gaps and improve team efficiency.
- Ensure adherence to TATs, SOPs, and CRM processes.
- Coordinate with Sales, Marketing, and Operations teams for seamless lead management.
- Conduct regular coaching and performance reviews for team members.
Requirements
- 2–5 years of experience in calling operations, lead management, customer support, or sales support.
- Minimum 1 year of team handling experience.
- Strong Excel, reporting, and data analysis skills.
- Excellent communication skills in English and Hindi.
- Experience with CRM tools, LeadSquared (LSQ), Ameyo, or similar platforms is preferred.
Preferred Candidate
- Prior experience in EdTech, Education, Counselling, or Call Centre Operations.
- Strong people management and stakeholder management skills.
- Data-driven, process-oriented, and comfortable managing high-volume calling operations.
- Ability to drive team productivity, improve call quality, and ensure operational excellence.
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