Key Responsibilities:
- Tele-Sales Team Management
- Manage and lead a team of 1520 outbound tele-sales executives
- Ensure daily performance targets (logins, calls, conversions) are met and exceeded
- Conduct regular team huddles, feedback sessions, and performance reviews Operational
Metrics Ownership :
Monitor and drive KPIs including:
- Attrition, Shrinkage, Occupancy, Login Hours
- Productivity, Conversion %, AHT, Contractibility
- Dialer utilization and lead penetration
- Ensure 100% adherence to SOPs, quality parameters, and call hygiene
Stakeholder & SLA Management:
- Act as a bridge between on-ground tele-sales teams and business stakeholders
- Collaborate closely with Quality, HR, Training, and Product teams to drive performance
- Own key SLAs linked to sales volumes, TATs, and lead utilization
- Process Excellence& Escalation Handling
- Identify workflow gaps and proactively implement process improvements
- Resolve escalations and lead by example in high-pressure or volume surge environments
- Support hiring, training, and team development initiatives
What We're Looking For:
- 612 years of relevant experience in outbound tele-sales/inside sales
- Minimum 35 years in a team lead / assistant manager capacity managing 15+ team members
- Hands-on with sales CRMs, dialers (e.g., Ameyo, Exotel), Excel, and reporting tools
- Strong understanding of operational levers and BPO/tele-sales metrics
- Excellent communication, people management, and problem-solving skills
