Team Lead || Telecom Process || Voice Process || Australian shift

Role & responsibilities

Job Title: Team Lead Telecom (Sales / Inbound / Collections)

Job Summary The Team Lead will manage a team of customer service / sales / collections executives in a telecom process. The role focuses on driving team performance, achieving targets, ensuring quality service, and improving customer experience while meeting business KPIs.

Key Responsibilities

Team Management

• Lead, mentor, and manage a team of agents (10–20 members typically)
• Monitor daily performance and ensure target achievement
• Conduct regular team huddles, feedback sessions, and one-on-ones
• Handle escalations and provide resolution support

Sales / Inbound Process

• Drive inbound sales conversions and upselling of telecom products (plans, upgrades, add-ons)
• Ensure high-quality customer interactions and customer satisfaction (CSAT)
• Monitor call quality, adherence, and productivity metrics
• Improve conversion rates and revenue generation

Collections Process

• Ensure timely collections and recovery of outstanding dues
• Monitor promise-to-pay (PTP) tracking and recovery efficiency
• Handle difficult or high-value collection cases
• Ensure compliance with collection policies and legal guidelines

Performance & Reporting

• Track KPIs: AHT, FCR, CSAT, Conversion Rate, Recovery Rate, Shrinkage, etc.
• Prepare daily/weekly/monthly MIS reports
• Identify performance gaps and implement action plans

Quality & Compliance

• Ensure adherence to process guidelines and telecom regulations
• Conduct call audits and coaching sessions
• Maintain data security and confidentiality standards

Key Skills Required

• Strong leadership and people management skills
• Good communication and negotiation abilities
• Analytical mindset with problem-solving skills
• Knowledge of telecom products and processes
• Familiarity with dialers/CRM tools

Qualifications

• Graduate (any stream); MBA preferred
• 2–5 years of experience in BPO/Telecom
• At least 1–2 years in a Team Lead role (Sales/Inbound/Collections)