Center Manager - Tele Calling

Team & Floor Management Manage and lead a team of 40 telecallers, including team leaders. Conduct daily huddles,set targets, and ensure achievement of sales goals. Monitor call quality,sales scripts, and customer interactions. Maintain high levels of motivation, discipline, and energy on the floor.

Sales Execution & Target Achievement Drive telesales performance to achieve monthly and quarterly sales targets. Work closely with telecallers to improve pitch delivery, objection handling, and closingtechniques. Ensure adherence to sales processes and compliance standards.

Performance Monitoring & Reporting: Track and analyze daily/weekly/monthly KPIs such as call volume, conversion rate, andrevenue per telecaller. Prepare and share performance reports with the Senior Manager. Identify low performers and provide targeted coaching and improvement plans.

Training & Development Conduct regular training sessions for telecallers on sales techniques, product knowledge,and customer handling. Provide continuous feedback and one-on-one coaching.On-Ground Involvement Actively participate in floor activities by monitoring live calls and assisting team members. Be a role model by demonstrating strong selling skills and closing deals when required.

Customer-Centric Approach Ensure telecallers follow a consultative sales approach, building trust with customers. Address escalations promptly and ensure positive customer experiences.

Key Requirements: Experience: Minimum 3+ years in telesales, with at least 1 year in a teamleadership/managerial role. Proven ability to manage teams of 30–50 telecallers in a telesales environment. Strong people management, coaching, and motivational skills. Hands-on and willing to work directly on the floor with the team. Good analytical skills; ability to track performance metrics and improve efficiency. Proficiency in CRM tools and telesales processes. Preferred Industry Experience: Insurance or Fintech. (EdTech experience not preferred.)

Performance Metrics(KRA/KPI): Achievement of monthly sales targets for the centre. Lead-to-conversion ratio. Average revenue per telecaller. Call quality and compliance scores. Telecaller productivity and attrition rate. Training effectiveness and performance improvements.