Customer Relationship Manager / Team Leader (Need Male Candidate)

Role Overview / Purpose of the Role

The Customer Relationship Manager (CRM) Call Centre will be responsible for managing and enhancing customer engagement through inbound and outbound calling operations. The role focuses on driving tele-sales performance, improving customer satisfaction, managing escalations, and ensuring adherence to service quality and sales KPIs. The incumbent will play a key role in strengthening customer retention, loyalty, and revenue generation through structured call center operations.

Key Responsibilities

• Manage end-to-end call centre operations including inbound customer queries, outbound tele-sales, follow-ups, and service calls.
• Drive tele-sales performance by achieving monthly and quarterly sales targets through effective call strategies and team guidance.
• Monitor call quality, customer interactions, and adherence to SOPs to ensure high service standards.
• Handle complex customer escalations and ensure timely and satisfactory resolution.
• Develop and implement customer retention, upselling, and cross-selling initiatives.
• Track, analyze, and report key metrics such as conversion rates, call productivity, customer satisfaction (CSAT), and revenue contribution.
• Coordinate closely with Ecommerce, Marketing, Operations, and Store teams to ensure seamless customer experience.
• Train, coach, and mentor call centre executives to improve sales skills, product knowledge, and customer handling.
• Ensure compliance with internal policies, data privacy norms, and regulatory requirements.
• Continuously identify process gaps and recommend improvements to enhance efficiency and customer experience.

Education & Experience

Qualification

• Graduate in any discipline. Postgraduate qualification in Management, Marketing, or CRM will be an added advantage.

Experience

• 68 years of relevant experience in call center operations, tele-sales, or customer relationship management, with at least 23 years in a managerial or team-handling role

Industry Preference (if any)

• Retail, Ecommerce, FMCG, Hospitality, or Consumer Services. Experience in high-volume B2C tele-sales environments is preferred.

Skills & Competencies

Technical Skills:

• Strong understanding of call centre operations and tele-sales processes
• Hands-on experience with call management systems, and reporting dashboards
• Ability to analyze data and convert insights into actionable strategies
• Good working knowledge of MS Excel, MIS reporting, and performance tracking

Behavioral Competencies:

• Excellent communication and interpersonal skills
• Customer-centric mindset with strong problem-solving abilities
• Result-oriented with a strong sales and revenue focus
• Ability to manage pressure, deadlines, and multiple priorities
• Strong leadership, coaching, and team management skills
• Flexible to work for 9 hour shifts anytime between 10:30 a.m. and 11:00 p.m., including rotational schedules as per business requirements