Team Leader – Customer Care & Sales

About the role

We are looking for a dynamic Team Leader to guide a group of customer‑care, inbound/outbound, sales and retention professionals. The role focuses on delivering exceptional customer experiences, driving sales growth and meeting retention targets within our fast‑growing, tech‑enabled business services environment.

Key responsibilities

• Lead, coach and motivate a multidisciplinary team to achieve performance targets and KPIs.
• Monitor individual and team performance, conduct regular reviews and provide constructive feedback.
• Ensure high‑quality customer interactions across inbound, outbound, sales and retention channels.
• Develop and implement strategies to improve customer satisfaction, loyalty and revenue.
• Collaborate with sales and retention teams to set and meet revenue goals, including upselling and churn reduction.
• Oversee day‑to‑day operations, ensuring efficiency, accuracy and adherence to quality standards.
• Identify process improvements and work with other departments to enhance operational effectiveness.
• Design and deliver training programs to develop team skills and knowledge.

Required profile

• Motivated leader with a passion for customer care and sales.
• Proven ability to inspire teams and drive results in a call‑center or BPO environment.
• Strong communication and problem‑solving skills.
• Commitment to continuous improvement and professional development.

Required skills