Job Objective
To lead and manage the Telecalling Team, drive achievement of sales and payment collection targets, monitor team performance, and ensure effective customer follow-up and operational discipline.
Key Responsibilities
- Manage, guide and monitor a team of 2 Telecalling Executives.
- Set daily, weekly and monthly calling, sales and payment collection targets for the team.
- Ensure achievement of team sales and collection targets.
- Monitor individual team member performance and productivity.
- Review daily calling, orders, sales and payment collection reports.
- Track leads, follow-ups, pending orders and payment commitments.
- Conduct regular performance reviews and provide coaching to team members.
- Support executives in difficult customer conversations, negotiations and order closures.
- Monitor customer follow-up schedules and ensure timely action.
- Identify gaps in team performance and implement corrective actions.
- Coordinate with Sales, Accounts, Logistics and Back Office teams for order and payment-related matters.
- Ensure accurate and timely updating of CRM/Pulse records.
- Prepare and submit daily/weekly/monthly team performance reports.
- Identify opportunities for repeat business, inactive customer activation and additional sales.
- Handle escalated customer issues and ensure timely resolution.
- Ensure the team follows company policies related to orders, discounts, payments and customer communication.
- Support recruitment, onboarding and training of new telecalling team members when required.
- Motivate the team and maintain a positive, performance-oriented work environment.
Key Performance Indicators (KPIs)
- Team Sales Target Achievement
- Team Payment Collection Achievement
- Individual Team Member Productivity
- Call & Follow-up Achievement
- Order Conversion Rate
- Repeat / Additional Order Generation
- Customer Activation & Retention
- CRM/Pulse Data Accuracy
- Team Attendance & Discipline
- Timely Submission of Reports
- Team Performance Improvement
Required Skills
- Strong communication, sales and negotiation skills.
- Good leadership and team-management ability.
- Strong analytical and reporting skills.
- Ability to monitor targets and drive team performance.
- Good customer relationship management skills.
- Strong follow-up and problem-solving skills.
- Proficiency in MS Excel and CRM software.
- Ability to coach, motivate and develop team members.
- Target-driven and result-oriented approach.
