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Telecalling Manager

2 months ago

Navi Mumbai, India Holistic Full time
Title: Telecalling Manager
Location: Vashi Navi Mumbai
Position Type: Full-Time
Job Summary
The Manager for Telecalling is responsible for leading and managing the telecalling team to drive customer engagement, support sales initiatives, and ensure high levels of customer satisfaction. This role includes strategic planning, team development, performance monitoring, and process optimization to maximize the impact of telecalling on business growth.
Key Responsibilities: Team Leadership & Management
o  Lead, motivate, and manage a team of telecallers, setting clear performance expectations and fostering a positive work environment.
o  Conduct regular training sessions to enhance product knowledge, sales techniques, and customer service skills within the team.
o  Monitor and evaluate team performance through call audits, KPIs, and customer feedback, providing coaching and support as needed.
Strategic Planning & Target Setting
Develop and implement telecalling strategies to meet business goals, including lead generation, sales conversions, and customer retention.
Set realistic monthly, quarterly, and annual targets for the team and ensure these align with overall business objectives.
Collaborate with the sales and marketing departments to align telecalling efforts with promotional campaigns and new product launches.
Participate in regular team meetings to discuss performance, challenges, and opportunities for improvement
Performance Monitoring & Reporting
Track, analyze, and report on team performance metrics, such as call volume, conversion rates, customer satisfaction, and revenue contribution.
Identify areas for improvement in call handling, script adherence, and customer interaction quality, implementing necessary changes to optimize results.
Provide regular reports to senior management on telecalling activities, performance outcomes, and strategic insights.
Process Improvement & Quality Assurance
Establish and standardize telecalling processes to enhance efficiency and consistency in customer interactions.
Implement quality assurance practices, including call scripts, customer feedback loops, and regular quality checks.
Identify and address any operational challenges, improving systems and tools to enhance the team's productivity and customer experience.
Customer Relationship Management
Ensure the team delivers a high level of customer service, resolving customer queries, and addressing complaints in a professional and timely manner.
Develop and implement strategies to nurture leads, build customer relationships, and improve overall customer satisfaction.
Compliance & Data Security
Ensure compliance with relevant data protection and privacy laws in handling customer information.
Maintain accurate records of customer interactions, complaints, and resolutions as per company guidelines.
Continuous Improvement: ●              Stay updated on industry trends, product knowledge, and sales techniques.
●              Attend training sessions and workshops to enhance skills and performance.
●              Seek feedback from peers and supervisors to continuously improve call quality and effectiveness.
Requirements:
●              Exceptional verbal communication and interpersonal skills.
●              Ability to analyze performance data, interpret trends, and use insights to make informed decisions.
●              Strong organizational skills and attention to detail.
●              Proficiency in using CRM software and other sales tools.
●              Flexibility to work on weekends as required.
●              Self-motivated with a results-driven approach.