Team Lead Inbound Operations

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.