Role overview

Qualifications

Previous experience leading or supervising a telemarketing or sales team
Strong understanding of telemarketing campaigns, KPIs, and performance metrics
Excellent organizational, reporting, and analytical skills
Ability to manage multiple campaigns and priorities simultaneously

Responsibilities

Oversee and manage the telemarketing team's daily operations, including workforce planning, scheduling, attendance management, and campaign performance oversight
Monitor individual and team performance against KPIs, track productivity and campaign progress using tools like ClickUp, and prepare regular performance reports with data-driven insights
Ensure campaigns meet or exceed client targets, monitor attendance using Sprout, address attendance-related concerns, and escalate issues as needed
Identify operational, performance, or compliance issues, document them clearly, escalate to the appropriate departments, and support resolution efforts to minimize client impact

Key facts

Remote from: Anywhere
Full time
English

Hard skills

Workforce Planning KPI Management Campaign Management Performance Management Performance Management Business Operations Compliance Management Performance Improvement Stakeholder Communications Issue Management Internal Documentation Call Center Experience Call Center Experience ClickUp (Software) Sprout Social Data-Driven Decision Making Client Services

Other skills

Team Leadership
Data Reporting
Scheduling
Communication
Time Management
Organizational Skills
Analytical Thinking
Detail Oriented
Problem Solving

About the company

Open Look Business Solutions

Open Look has built the engine to drive your publishing and media processes to take your business to the next level. The senior management team at Open Look has over 40 combined years of experience in publishing-based settings and knows how to apply outsourcing to match your needs. As a full-service publishing house, Open Look provides clients with the peace of mind of working with one provider capable of assisting with all functions of their business processes. Our team has the experience to assist clients in all areas of the publishing process, including marketing, publication design, website development and support, telemarketing and sales, printing, distribution, and more. For more details, please visit our website - www.open-look.com Our team provides the client with dependable resources, to maximize or improve current processes and efficiency. Through our experienced ownership and staff based both in the US and overseas, Open Look has the formula to deliver high ROI to our clients.

Company details

Company typeSME

Company size51 - 200

Links

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Job description

Telemarketing Team Leader
Position Title: Telemarketing Team Leader
Role Overview
The Telemarketing Team Leader is responsible for overseeing the day-to-day operations, performance, and
productivity of the companys telemarketing team. This role ensures that telemarketing campaigns are
executed effectively, targets are met, and client expectations are consistently achieved. The Telemarketing Team
Leader plays a key role in workforce management, performance monitoring, reporting, and issue escalation.
Key Responsibilities
Team & Workforce Management
Attendance Management
Campaign & Performance Oversight
Productivity & Reporting
Issue Identification & Escalation
Oversee and manage the telemarketing teams daily operations.

Ensure proper workforce planning, scheduling, and coverage based on campaign requirements.

Monitor team capacity and workload to support campaign success.

Track and manage team attendance using Sprout.

Address attendance-related concerns promptly and ensure compliance with company policies.

Report attendance trends and issues as needed.

Ensure telemarketing campaigns are on track to meet or exceed client targets.

Monitor individual and team performance against KPIs and campaign goals.

Identify performance gaps and work with relevant stakeholders to address them.

Track employee productivity and campaign progress using ClickUp.

Prepare and submit regular performance reports on telemarketing campaigns and team productivity.

Provide clear insights and data-driven updates to management and stakeholders.

Proactively identify operational, performance, or compliance issues within the telemarketing team.

Document issues clearly and accurately.

Escalate concerns to the appropriate departments or leadership in a timely manner.

Support resolution efforts to minimize impact on clients and campaigns.

Tools & Systems
Qualifications & Skills
Key Competencies
Work Arrangement
This role is critical in ensuring the telemarketing team operates efficiently, remains productive, and consistently
delivers results aligned with client expectations.
ClickUp – Productivity and task management

Dialers – As required per campaign

Sprout – Attendance tracking and management

Previous experience leading or supervising a telemarketing or sales team.

Strong understanding of telemarketing campaigns, KPIs, and performance metrics.

Excellent organizational, reporting, and analytical skills.

Ability to manage multiple campaigns and priorities simultaneously.

Strong communication skills with the ability to escalate issues clearly and professionally.

Experience using productivity, attendance, and dialer tools is an advantage.

Leadership and accountability

Data-driven decision-making

Attention to detail

Problem identification and escalation

Client and results-focused mindset

Work from Home / Remote Setup

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We need a Telemarketing Team Leader who can:
- Create and Extract Telemarketing Reports
- Monitor the Telemarketing agents daily, looking at their dials, output, productivity, and provide updates on the daily for each account.