Team Leader - Tele Sales

Company Description

Nirvasa is India's pioneering multispecialty digital health platform, empowering over 8 million patients nationwide with personalized treatments and care. Combining modern medicine with Ayurveda and good nutrition, Nirvasa adopts a holistic approach to healthcare, with over 200 doctors and health experts across five specialties offering 22+ tailored treatments. With a dynamic culture that fosters professional growth, innovation, and meaningful work, Nirvasa is committed to transforming primary healthcare digitally. Our teams embrace curiosity, challenge norms, and drive change, supported by inspiring mentors and business leaders.

Role Description

This is a full-time, on-site role located in Gurgaon / New Delhi for a Team Leader - Tele Sales. As a Team Leader, you will oversee and manage a team of tele sales representatives, ensure efficient daily operations, and meet sales targets. Responsibilities include developing sales strategies, monitoring sales performance, providing coaching to team members, and resolving customer queries efficiently. The role also involves maintaining high customer service standards and ensuring an engaging, results-driven team environment.

Roles and Responsibility: We are looking for an experienced and proactive Team Leader for our Call Centre division. The Team Leader will be responsible for overseeing the day-to-day operations of a team, ensuring that all targets are met while maintaining high performance, morale, and adherence to service level agreements (SLAs). The ideal candidate should be well versed in managing key operational metrics such as shrinkage, attrition, attendance, break management, and driving a results-oriented environment.

Key Responsibilities:

1. Team Management: o Lead, manage, and motivate a team of agents to achieve performance targets and deliver excellent customer service. o Foster a positive team environment, encouraging collaboration, innovation, and personal growth.

2. Shrinkage and Attendance Management: o Monitor and manage shrinkage levels to ensure they are within acceptable limits. o Maintain accurate records of attendance, and ensure effective management of absenteeism. o Work closely with departments to ensure attendance policies are adhered to and identify any patterns that need addressing.

3. Attrition Management: o Implement strategies to reduce attrition by addressing root causes and improving employee engagement. o Conduct regular one-on-one meetings with agents to understand any concerns and provide support for career development.

4. Service Level Agreement (SLA) Management: o Ensure the team consistently meets or exceeds SLAs as outlined by the client or business standards. o Track team performance and provide feedback or corrective actions to ensure SLA adherence. o Monitor quality assurance and process compliance to ensure customer satisfaction levels are met.

5. Break Management: o Ensure break schedules are followed to avoid disruptions in team performance. o Optimize break management to ensure there is no impact on productivity while ensuring agents have adequate time for breaks.

6. Target Driven Performance: o Ensure that agents are motivated and working towards achieving individual and team targets. o Implement performance improvement plans where needed and regularly track progress. o Foster a competitive yet supportive team environment to ensure goals are met consistently.

7. Reporting and Analytics: o Prepare and submit regular reports on key performance metrics, including shrinkage, attendance, SLA compliance, and productivity. o Use data and insights to identify trends and areas for improvement.

8. Coaching and Development: o Provide regular feedback and coaching to agents, offering guidance to help them achieve both personal and team goals. o Facilitate skill development and training sessions to improve team capabilities.

Interested candidates please send your resume at [Confidential Information] / 8700673857