Team Lead - Sales & Operations

Team: Telesales & Calling Operations (Multi-Project)
Experience: 2+ Years
Location: Gurugram
Employment Type: Full-time

About the Role

We run a fast-scaling telecalling operation with a team of telecallers who convert and support high-intent leads across multiple programmes, including WeightWise, GLP-1, and other initiatives.

We are looking for a hands-on Assistant Team Lead/Team Lead who can lead the telecalling team, handle calls themselves, drive daily performance, and manage smooth operations across multiple projects simultaneously.

This is a high-ownership role for someone early in their career who leads from the front, is comfortable working with both data and people, enjoys being on calls, and thrives in a fast-paced, multi-project environment.

Key Responsibilities

1. Telesales Team Leadership & Calling

• Handle calls personally and lead from the front, especially for high-intent and escalated leads.
• Lead the telecalling team and drive daily targets, productivity, and performance.
• Motivate the team and ensure accountability against daily and weekly targets.
• Coach and develop agents through regular call reviews and feedback.
• Conduct refresher training on scripts, objection handling, and sales techniques.
• Support the onboarding and training of new joiners.
• Own daily lead allocation and ensure leads are distributed effectively.
• Track follow-ups and ensure no high-intent lead is missed.
• Manage calling trackers/CRM with accurate data and dispositions.
• Ensure proper data hygiene and conduct duplicate checks.
• Ensure timely and accurate lead handoffs.
• Handle escalated customer conversations and resolve issues effectively.

2. Quality & Process Management

• Monitor call quality and review calls regularly.
• Maintain quality standards across the telecalling team.
• Identify gaps in scripts, sales pitches, objection handling, or customer interactions.
• Ensure scripts, pricing information, and processes remain accurate and up to date.
• Coordinate with tools, systems, and external vendors supporting the calling operation.
• Track operational issues and ensure timely resolution and improvements.

3. Multi-Project Daily Operations

• Manage daily calling operations across multiple projects, including WeightWise, GLP-1, and other programmes.
• Balance targets, deadlines, team bandwidth, and changing priorities across projects.
• Prioritise tasks effectively to ensure smooth execution across all projects.
• Conduct daily stand-ups and team check-ins.
• Identify and highlight operational blockers proactively.
• Keep stakeholders updated on project status, performance, and key issues.

4. Performance, Reporting & Process

• Track daily and weekly KPIs, including:

• Number of calls

• Connectivity

• Conversions

• Revenue

• Lead follow-ups

• Prepare simple reports and dashboards for leadership.

• Track and report team and project-level performance.

• Identify patterns, bottlenecks, and drop-off points in the sales funnel.

• Recommend actionable improvements to enhance conversion and team performance.

• Create and maintain SOPs for calling, quality, and escalation processes.

5. Cross-Functional Coordination

• Work closely with the Marketing team to monitor lead flow and lead quality.
• Coordinate with Tech/Product teams on CRM, tracking, payment links, and other technical issues.
• Liaise with tools and external vendors to resolve operational challenges.
• Coordinate with internal stakeholders to ensure smooth execution across projects.

What We're Looking For

Must-Have

• 2+ years of experience in operations, telesales, customer support, or a similar function.
• Hands-on calling experience and willingness to handle calls daily.
• Ability to lead from the front and support the team during high-priority situations.
• Strong ability to manage and prioritise multiple projects simultaneously.
• Excellent people-management, coaching, and team-motivation skills.
• Strong data-handling skills with proficiency in Excel/Google Sheets, including filters, pivot tables, and basic formulas.
• Strong attention to detail and ability to identify gaps in calls and data.
• Excellent communication and stakeholder-management skills.
• Ability to provide clear and actionable feedback.
• Strong ownership mindset with the ability to take responsibility for team performance, targets, and numbers.
• Fluent in English and Hindi, with the ability to review calls and support the team effectively.

Good to Have

• Experience working with CRM tools or calling platforms/dialers.
• Experience in healthcare, D2C, or high-volume sales/operations environments.
• Familiarity with performance marketing and lead-funnel metrics.
• Experience managing multiple projects or campaigns simultaneously.