Telesales Head

Job Title: Head of Telesales

Location: Koramangala, Bangalore

Job Type: Full-Time. ( 10am to 07pm )

Experience: 7 to 8 years

Reports To: Head of Sales / CEO

Job Summary: As Head of Telesales, you will lead and scale the telesales (inside sales) function to drive acquisition, growth & profitability for our gold-buying operations. You will create strategies, build and manage a high-performing team, optimize lead flow and conversion, and ensure excellent customer experience while maintaining compliance and transparency. Your role includes setting targets & KPIs, monitoring performance, collaborating with marketing, operations & finance, and constantly improving processes to boost sales volume and margin.

Key Responsibilities

1. Strategy & Planning

• Define the telesales strategy aligned to the company's goals and growth plans (volume of gold buying, market penetration, revenue, margin).
• Set targets, KPIs, quotas for the telesales team (e.g. number of calls, conversion rate, average gold value per transaction, lead dropoffs).
• Plan campaigns (cold calls, warm leads, follow-ups, repeat customers) and allocate leads/channels appropriately (legacy customers, field leads, inbound marketing, digital).

2. Team Leadership & Management

• Hire, train, coach, mentor telesales managers and executives.
• Define roles and responsibilities, build a strong high-performance culture.
• Monitor performance regularly, provide feedback, corrective coaching, rewards & recognition.

3. Operations & Process Improvement

• Define and maintain standard operating procedures (SOPs) for calls, lead handling, follow up, customer objections etc.
• Build or refine the call scripts, objection handling playbooks, and quality monitoring processes.
• Implement tools/CRM to track leads, conversion rates, call statistics etc.

4. Lead Management & Forecasting

• Ensure efficient flow of leads from marketing / field / digital to telesales, minimize lead leakage.
• Forecast sales volume, gold buying volumes, revenue, and ensure team is equipped to meet them.
• Analyze performance metrics, identify bottlenecks, drop-offs, and optimize processes.

5. Customer Experience, Compliance & Trust

• Ensure high standards of customer service: clear transparent communication about purity, valuation, process etc.
• Ensure regulatory compliance (e.g. KYC, anti-money laundering, local laws about precious metals).
• Build customer trust (critical in gold business) via quality checks, transparency, grievance redressal.

6. Cross-Functional Collaboration

• Work with Marketing / Digital teams to get good quality leads.
• Coordinate with Branch / Field Sales teams to ensure smooth handover where physical meeting is required.
• Liaise with Finance, Legal, Operations to ensure settlement, payouts, logistics are properly handled.

7. Reporting & Budgeting

• Maintain dashboards & reports (daily, weekly, monthly) for senior leadership.
• Define budget for telesales operations, tools, manpower, training.
• Monitor cost of acquisition, ROI, and take actions to optimize.

Qualifications & Experience

• Bachelors Degree (Business / Commerce / Marketing) MBA preferred.
• 7--8+ years in sales / telesales / inside sales, with at least 3-5 years in a leadership / management role.
• Experience in retail / financial services / precious metals / gold buying business is a strong plus.
• Good understanding of telephony / call center operations, CRM systems, metrics.
• Strong analytical mindset. Can interpret data, spot trends, and use them to drive improvements.
• Excellent communication skills (verbal and written), negotiation skills.
• Proven track record of meeting / exceeding targets.

Skills & Competencies

• Leadership & team building
• Strategic thinking + hands-on execution
• Customer centricity & ethical conduct
• Resilience, ability to handle rejections / objections
• Data-driven decision making
• Strong organizational & process orientation

KPIs / Metrics for Success

• Number of leads contacted / calls made per month
• Conversion rate (% leads customers)
• Average value of gold per customer / per transaction via telesales
• Customer acquisition cost (CAC) via telesales channel
• Retention / repeat business from telesales customers
• Turnaround time (from lead receipt to closure)
• Compliance metrics (no legal issues, KYC etc.)