Manager - Call Center Operations

6 days ago

Gurugram, India Airtel Digital Full time

Manager - Call Center Growth


We are looking for a smart Telesales Manager to be a part of our Growth team. You will be responsible for recruiting, training, and overseeing the performance of telesales representatives & agencies. You will assist with the development and implementation of effective sales strategies. The ideal candidate should possess strong analytical skills, business acumen, excellent communication skills with 10+ years of Banking / Fintech tele-sales experience.


Position Overview:

We are seeking an experienced and dynamic Tele Sales Growth & Operations Manager to join our team. In this role you will play a crucial role in overseeing and optimizing our tele sales operations to achieve maximum efficiency and productivity. Your primary responsibility will be to manage a team of tele sales representatives & Agencies, monitor their performance and implement strategies to drive sales growth and customer satisfaction. You will be responsible for driving weekly, monthly and yearly sales targets.

This is a mid-leadership position that requires strong organizational, analytical, and communication skills.

Role & responsibilities:

  • Lead and oversee outbound tele-calling sales operations, manage existing agencies, providing guidance, coaching, and performance feedback to ensure individual and team targets are met.
  • Manage day to day Sales targets (B2C Sales), develop and implement sales strategies, campaigns, and programs to drive revenue growth and achieve sales targets.
  • Create, monitor and analyze sales metrics and key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for sales optimization.
  • Create and maintain sales reports and dashboards, presenting data-driven insights and recommendations to senior management.
  • Identify training and development needs for the tele sales team and coordinate the implementation of training programs to enhance their sales skills and product knowledge.
  • Continuously evaluate and improve sales processes, tools, and technologies to streamline operations and enhance productivity.
  • Optimize & increase utilization, measure & improve advisor productivity, Average Handling Time (AHT), Occupancy, and other relevant metric
  • Ensure compliance with company policies, procedures, and legal regulations in all tele sales operations.
  • Collaborate with cross-functional teams, including marketing, product, and customer support to align sales strategies and achieve overall business objectives.
  • Foster a positive and motivational work environment, promoting teamwork, open communication, and a customer-centric mindset among the tele sales team.
  • Stay updated on industry trends, market dynamics, and competitive landscape to proactively adjust sales strategies and stay ahead in the market.

Qualifications:

1. Bachelor's degree in business, marketing, or a related field.

2. Proven experience as a tele sales manager, sales operations manager, or a similar leadership role in a high-volume tele sales environment for banking products

3. Strong understanding of tele sales methodologies, techniques, and best practices.

4. Excellent leadership and team management skills with a track record of building and motivating high-performing sales teams.

5. Exceptional analytical and problem-solving abilities, with the ability to interpret sales data and derive actionable insights.

6. Proficient in using sales CRM systems and other sales-related software tools.

7. Excellent verbal and written communication skills, with the ability to effectively present complex information to diverse audiences.

8. Results-oriented mindset with a proven ability to drive sales growth and meet or exceed targets.

9. Strong organizational skills and the ability to multitask and prioritize effectively in a fast-paced environment.

10. Knowledge of relevant industry regulations and compliance standards.


We offer a competitive salary package, including performance-based incentives and benefits. If you are a self-motivated, results-driven professional with a passion for sales operations and team leadership, we invite you to apply for this exciting opportunity.

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