Call Center Head

Telesales Manager Roles and Responsibilities

1. Team Leadership & Management

• Provide coaching, mentoring, and regular performance feedback.
  
• Set daily, weekly, and monthly sales targets for the team.
  
• Monitor individual and team performance using KPIs and call metrics.
  
• Motivate the team to meet and exceed sales goals.
  

2. Sales Strategy & Planning

• Develop effective telesales strategies to increase revenue and conversion rates.
  
• Plan and allocate call lists, lead sources, and customer segments.
  
• Identify opportunities for upselling, cross-selling, and repeat business.
  
• Analyze competitor activity and market trends to guide sales tactics.
  

3. Performance Monitoring & Reporting

• Track call performance (call time, conversion rate, lead quality, etc.).
  
• Prepare daily/weekly/monthly sales reports for management.
  
• Use CRM systems to monitor lead status, pipeline progress, and team productivity.
  
• Provide insights and recommendations for improving processes and results.
  

4. Process Management & Quality Assurance

• Ensure proper adherence to scripts, compliance guidelines, and call quality standards.
  
• Conduct call audits and quality assessments.
  
• Improve processes for lead distribution, follow-ups, and customer handling.
  
• Ensure the team follows company policies, data privacy regulations, and customer service guidelines.
  

5. Customer Relationship Management

• Handle escalated customer issues or complaints.
  
• Build and maintain strong customer relationships to improve retention.
  
• Ensure customer satisfaction through timely resolution of problems.
  

6. Collaboration & Coordination

• Coordinate with marketing teams for campaigns, promotions, and lead generation.
  
• Work with product and operations teams to align sales messaging.
  
• Support cross-department initiatives that impact telesales performance.
  

7. Training & Development

• Conduct regular product, communication, and sales-technique training.
  
• Identify skill gaps and create improvement plans.
  
• Keep the team updated with new product features, pricing, and policies.