Customer Service International Voice Lead-BPS

JD Here’s a practical, role-focused skill set and supporting guidance for a Telesales and Retention Team Leader. Sections cover core competencies, measurable KPIs, tools/tech proficiency, hiring/interview prompts, coaching/training focus, and quick tips for day-to-day leadership. Core competencies - Leadership & people management: ability to coach, motivate, develop and hold representatives accountable; lead by example on calls. - Sales strategy & execution: create call scripts, campaigns, upsell/cross-sell plans, and retention offers that align with targets and margins. - Customer retention expertise: knowledge of churn drivers, win-back techniques, lifecycle-based retention tactics and loyalty programs. - Communication & influencing: clear verbal coaching, persuasive negotiation, active listening, and rapport-building on phone and digital channels. - Data-driven decision making: interpret call metrics, conversion funnels, churn analytics and use insights to improve performance.