Outbound Cold Caller

20 hours ago

Angeles City, Central Luzon, Philippines Australian Outsource Desk Inc. Full time $200,000 - $350,000 per year

Outbound Team Leader / Cold Caller – Telco Account (Onsite)

Work Onsite: Marquee Mall - Angeles City

Work Schedule: Morning Shift

Start Date: January 12, 2026

Job Description

The Outbound Team Leader is responsible for overseeing a team of outbound sales or customer service representatives supporting a telecommunications (telco) account. This role ensures that team performance meets client KPIs, quality standards, and operational goals. The Team Leader provides coaching, real-time support, and performance management while maintaining strong communication with management and other departments.

Key Responsibilities

  • Lead, manage, and motivate an outbound telco team to achieve daily, weekly, and monthly targets.
  • Monitor individual and team performance through reports, call listening, and KPI dashboards.
  • Conduct regular coaching sessions, performance reviews, and developmental training.
  • Handle escalations and provide real-time assistance to agents.
  • Ensure compliance with telco policies, regulatory guidelines, and company standards.
  • Analyze performance data to identify trends, gaps, and opportunities for improvement.
  • Create action plans to improve sales conversion, contact rates, customer satisfaction, and quality scores.
  • Coordinate with Workforce, QA, Training, and Operations for seamless campaign execution.
  • Prepare and submit daily/weekly performance and productivity reports.
  • Drive a positive work culture, encourage teamwork, and maintain high agent engagement.
  • Support new hire onboarding and nesting activities when required.
  • Ensure attendance, adherence, and schedule compliance across the team.
  • Implement process updates, new product information, or changes from the telco client.

Qualifications

  • Proven experience as an Outbound Team Leader, Supervisor, or similar leadership role in a telecommunications account.
  • Strong background in outbound sales, retention, win-back, or customer contact campaigns.
  • Excellent coaching, communication, and leadership skills.
  • Ability to analyze performance metrics and create improvement plans.
  • Strong understanding of telco products, services, and regulatory standards.
  • Experience working in an onsite BPO or call center environment.
  • Proficient in MS Office tools (Excel, PowerPoint) and CRM/dialer systems.
  • Ability to handle pressure, meet deadlines, and manage multiple priorities.
  • High level of professionalism and customer focus.

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