Call Centre Manager

Position: Call Centre Manager

Roles and Responsibilities:

• Oversee and manage Tele-Sales operations to ensure seamless execution and achievement of targets.
• Set, track, and achieve sales and performance KPIs, ensuring SLA adherence.
• Drive sales strategies, monitor performance metrics, and take corrective actions to optimize outcomes.
• Lead daily operations, ensuring timely follow-ups on customer inquiries and escalations.
• Develop call scripts, sales pitches, and conversion funnels to drive bookings and inquiries across geographies.
• Track team KPIs including sales, conversion rate, test drives, call quality, lead response time, and customer satisfaction.
• Work closely with CRM systems to ensure accurate lead tracking and reporting. Share daily/weekly dashboards with leadership.
• Ensure all calls maintain a customer-first tone while driving urgency and value-based selling.

Team Leadership & Performance Management

• Directly manage team leaders and agents, ensuring effective resource allocation and goal setting.
• Conduct performance reviews, training sessions, and coaching programs to enhance employee capabilities.
• Monitor team adherence to company policies, including attendance, leave schedules, and productivity metrics.
• Implement employee development initiatives such as mentoring and career progression plans.
• Build, train, and manage a team of high-performing call centre sales executives focused on lead conversion and customer acquisition.
• Own the end-to-end recruitment of call centre agents with a strong sales mindset.
• Training Programs: Develop induction and ongoing training modules for product knowledge, sales skills, and soft skills

Client & Stakeholder Management

• Build strong partnerships with stakeholders by ensuring operational alignment with their expectations.
• Liaise with Marketing, Sales, Dealer Management, Product, and Customer Support teams to ensure campaign alignment and feedback loops.
• Conduct weekly and monthly review meetings to track progress and identify areas of improvement.
• Implement escalation and governance models to streamline communication and issue resolution.
• Collaborate with internal departments to enhance service delivery and operational efficiency.

Process Improvement & Compliance

• Process Optimization: Continuously identify bottlenecks, propose tech/tools, and automate where possible for scale and efficiency.
• Identify and drive continuous improvement initiatives to optimize sales and service quality.
• Ensure compliance with audit requirements, security policies, and operational standards.
• Develop and enforce best practices to maintain high levels of employee and customer satisfaction.

Desired Skills and Experience:

• 1015 years of experience in managing call centres with a strong focus on telesales and lead conversion.
• Preferred from Automotive industry.
• Demonstrated experience in team building and achieving high-performance sales outcomes.
• Proven track record of working in OEMs, fintech, mobility tech is a plus.
• Strong knowledge of CRM platforms (e.g., Freshdesk, Salesforce, Zoho, Leadsquared, etc.).
• Strong leadership and team management skills.
• Ability to analyse data, solve problems, and drive performance improvements.
• Excellent communication (verbal & written) and interpersonal skills.
• Data-driven mindset with the ability to generate actionable insights from dashboards.
• Excellent communication and motivational skills.
• Passion for electric mobility and a customer-first attitude.