Sales B2C Team Lead

Job Description Sales B2C Team LeadDepartment: Sales (B2C)Location: Jaipur, Mansarovar RiicoReporting To: Sales Manager / Operations HeadTeam: Sales B2C Inbound Call HandlingRole Summary:As a Sales B2C Team Lead at Moustache, you will be responsible for supervising and driving a high-performance team of sales executives handling inbound bookings. Your role will include tracking daily performance, coaching team members, maintaining quality and conversion standards, and ensuring every guest interaction aligns with the brands experience and booking goals.Skills Required:12 years of team handling or supervisory experience in sales/call center rolesExcellent verbal communication and persuasive skillsStrong knowledge of CRM tools, sales funnels, and performance trackingAbility to stay calm under pressure, manage high call volumes, and handle escalationsA collaborative, coach-like approach to leadershipKey Responsibility Areas (KRAs):1. Team Target AchievementEnsure 100% achievement of monthly sales targets by driving team performance, daily monitoring, and timely interventions. (Monthly)2. Conversion Rate ManagementMaintain a minimum team conversion rate of 7% (without tools) and 20% (with CRM, AI bot support). Identify early gaps and coach team members accordingly. (Weekly)3. Performance Reporting & AnalyticsPublish daily reports covering lead allocation, call volume, follow-up status, and conversions. Use insights for corrective actions. (Daily)4. Sales Strategy ExecutionImplement Moustaches sales initiatives, monitor results, and refine strategies to meet benchmarks. (Weekly)5. Process DisciplineEnsure timely log-ins, CRM usage, proper call tagging, and adherence to SOPs. Address deviations with corrective actions. (Daily)6. Escalation & High-Value Query HandlingResolve escalated or complex guest queries promptly. Support team in converting high-value leads. (Real-time)7. Attrition & RetentionMaintain attrition below 30% through regular team engagement, transparent communication, and strong leadership. (Monthly)8. Delegation & DevelopmentDelegate responsibilities meaningfully to promote individual team member growth. Monitor development progress. (Ongoing)9. Training & Capability BuildingShare daily property and policy updates. Identify and groom one high-potential team member per quarter for promotion. Promote upselling and cross-selling. (Weekly / Quarterly)10. Call Quality & Feedback LoopConduct regular call audits using a checklist. Provide constructive feedback and create improvement plans. (Weekly)11. Cross-Functional CoordinationCoordinate with CRM, Experience, and Inventory teams to align strategy and resolve issues quickly. (As needed)12. Team Engagement & MoraleFoster a motivating team environment. Publicly recognize achievements and privately address concerns. (Ongoing)13. Onboarding OwnershipLead onboarding and training for new joiners. Ensure readiness within 7 working days. (Per Joiner)14. 1:1 Performance ReviewsConduct structured weekly one-on-one reviews. Provide written, data-backed feedback. (Weekly)15. Pipeline Visibility & Follow-Up HygieneMaintain a live dashboard of open, active, and follow-up leads. Ensure no guest remains unattended. (Daily)16. Inventory Push ContributionDrive bookings for low-occupancy or priority properties according to the allocation strategy. (Weekly)17. CRM Accuracy & HygieneEnsure real-time updates for calls, follow-ups, and tags. No lead should remain open beyond the defined TAT.