Telecaller and Lead Operator

Responsibilities:

Lead Generation and Sales

• Conduct outbound calls to prospective customers to generate leads and promote products or services.
• Follow up on marketing-generated leads to qualify prospects and convert them into sales opportunities.
• Achieve individual and team sales targets through effective product communication.

Customer Service and Support

• Handle inbound calls, resolve inquiries, and address customer concerns professionally.
• Build strong customer relationships to enhance satisfaction and loyalty.
• Escalate complex issues to relevant departments when necessary.

Team Leadership and Supervision

• Supervise and guide a team of telecallers, ensuring productivity and high performance.
• Monitor and evaluate team performance, including call quality and conversion rates.
• Conduct training sessions and workshops to upskill team members.

Call Center Operations

• Ensure smooth call center operations including call queue management and staffing schedules.
• Monitor call volumes and manage overflow efficiently to maintain SLAs.
• Maintain accurate records of calls, transactions, and interactions using CRM systems.

Reporting and Analysis

• Generate and analyze reports on call center metrics like volume, response time, and conversions.
• Identify trends, inefficiencies, and opportunities for improvement.
• Provide insights and performance updates to management regularly.