Telesales Manager

3 days ago

Noida, Uttar Pradesh, India Herbal Chakra Pvt Ltd. Full time ₹ 6,00,000 - ₹ 7,00,000 per year

Job Description: Tele Marketing Manager

Salary- Upto 6LpA + Performance based incentives upto 1 LPA

About Herbal Chakra

Herbal Chakra is a rapidly scaling D2C wellness organization with two leading brands:

  • Purely Yours – premium Ayurveda-based supplements & health solutions

  • Herby Angel – children's wellness & nutritional products

Our tele-sales + teleconsultation model is a critical growth pillar, driving conversions, retention, and customer experience.

Role Overview

The Tele Marketing Manager will lead the entire tele-sales, retention, and support team.

This role involves team management, lead distribution, Ozonetel operations, RTO/NDR management, reporting, coordination with logistics/warehouse teams, and process building.

Key Responsibilities

  1. Team Management & Leadership

  2. Lead, coach, and mentor telecallers.

  3. Conduct daily huddles, set KPIs, track performance.
  4. Manage attendance, productivity, and discipline.

  5. Hire and train telecallers.

  6. Lead Management & Distribution

  7. Manage incoming leads from website, ads, WhatsApp, inbound, and abandoned carts.

  8. Distribute leads based on caller skill, category, and performance.
  9. Maintain TAT for fresh lead contact.

  10. Ensure 100% coverage and avoid leakage.

  11. Ozonetel Management

  12. Manage call flows, IVR, routing, queues, and dispositions.

  13. Track metrics like attempts, connections, drops.
  14. Monitor agent status and productivity.

  15. Troubleshoot issues and maintain call recordings and dashboards.

  16. Sales & Retention Management

  17. Achieve daily/weekly/monthly revenue targets for Purely Yours & Herby Angel.

  18. Improve conversion %, retention %, ticket size.
  19. Coordinate with Ayurveda doctors for prescription-led sales.

  20. Manage retention cycles 7–10 days before replenishment.

  21. Customer Support & Query Resolution

  22. Resolve product, dosage, delivery, refund, and service-related queries.

  23. Coordinate with doctors for medical queries.

  24. Track CSAT and implement improvements.

  25. Logistics & Fulfilment Coordination

  26. Work with warehouse & partners for dispatch accuracy and timelines.

  27. Monitor delayed dispatches, missing orders, and wrong shipments.

  28. RTO & NDR Management

  29. Recover shipments through NDR follow-ups.

  30. Reduce RTO by improving address validation and customer confirmation.

  31. Track courier performance and escalate issues.

  32. Reporting & Analytics

  33. Maintain dashboards for revenue, conversions, retention, and calls.

  34. Prepare weekly MIS for management.

  35. Use data to identify gaps and implement solutions.

  36. Process Improvement & SOPs

  37. Create SOPs for scripts, order booking, Odoo updates, retention flows, NDR handling, and refunds.

  38. Train team on processes and new updates.

Required Skills & Competencies

Must-Have:

  • 4–6 years experience in tele-sales or call-center operations.
  • Minimum 2 years managerial/team leader experience.
  • Strong command of telecalling metrics and performance drivers.
  • Experience with Ozonetel or similar telephony systems.
  • Strong analytical and reporting skills.
  • Fluency in Hindi and English.

Key Attributes:

  • Strong leadership and people management.
  • Calm, problem-solving mindset.
  • High ownership and accountability.
  • Strong follow-up and coordination.
  • Process-driven with attention to detail.

Education

Graduate degree preferred; certifications in CX/operations are a bonus.

Compensation

Competitive salary + performance incentives.

Work Schedule

6 days a week; 8–8.5 hour rotational shifts.

Job Types: Full-time, Permanent

Pay: ₹30, ₹50,000.00 per month

Benefits:

  • Health insurance
  • Paid time off
  • Provident Fund

Work Location: In person

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