Team Lead – Inbound Operations

About the role

We are seeking a proactive Team Lead to oversee our inbound calling operations in Noida. The role focuses on driving team productivity, ensuring high‑quality lead handling, and collaborating closely with sales, marketing and operations to convert inbound inquiries into customers.

Key responsibilities

• Lead and manage the inbound calling team to ensure smooth daily operations.
• Monitor call handling, lead allocation, follow‑ups and callback completion.
• Track productivity, call quality and performance metrics, and prepare MIS reports and dashboards.
• Analyze data to identify process gaps and implement efficiency improvements.
• Ensure adherence to turnaround times, SOPs and CRM processes.
• Coordinate with Sales, Marketing and Operations for seamless lead management.
• Conduct regular coaching sessions and performance reviews for team members.

Required profile

• 2–5 years of experience in calling operations, lead management, customer support or sales support.
• At least 1 year of experience managing a team.
• Strong numerical aptitude and data‑driven mindset.
• Excellent communication skills in English and Hindi.
• Prior experience in EdTech, education counselling or call‑centre environments is preferred.

Required skills

• Advanced Microsoft Excel for reporting and analysis.
• Data analysis and MIS reporting.
• Experience with CRM platforms such as LeadSquared or Ameyo.