Call Center Head

Job Summary

The Call Center cum Pre-Sales Head will lead the call center and pre-sales function for real estate projects, ensuring effective lead management, customer engagement, and conversion support for the sales team. The role focuses on team leadership, process optimization, CRM management, and achieving high lead-to-site-visit conversion ratios.

Role & responsibilities

1. Call Center & Pre-Sales Operations

• Manage inbound and outbound calling for real estate projects
• Oversee lead handling from multiple sources (portals, digital campaigns, walk-ins, referrals)
• Ensure timely follow-ups, qualification of leads, and scheduling of site visits
• Maintain high customer service and professional communication standards.

Team Leadership & Training

• Recruit, train, and manage pre-sales and call center executives
• Set daily, weekly, and monthly targets for calls, follow-ups, and site visits
• Develop call scripts, FAQs, and SOPs specific to real estate products

Lead Management & Sales Coordination

• Manage CRM systems and ensure accurate data entry and tracking
• Qualify leads and assign them to sales managers based on defined criteria
• Coordinate closely with sales teams to track site visits and closures
• Monitor lead-to-visit and visit-to-booking conversion ratios

MIS & Reporting

• Prepare and present daily, weekly, and monthly MIS reports
• Analyze campaign performance, lead sources, and call metrics

Preferred candidate profile

• Graduate / MBA in Marketing, Sales, or related field preferred
• Strong experience in

  real estate pre-sales & call center operations

• Excellent communication, leadership, and negotiation skills
• Proficiency in Excel, and Communication Skills.
• Strong analytical and reporting abilities.
• 1015 years of relevant experience, with at least 5 years in a leadership role.