Lead - BOT & Tele Calling Process

Job Description

Team Leadership & Management: Lead and motivate telesales team members to achieve sales targets. Manage day-to-day operations, including call scheduling and resource allocation. Conduct regular one-on-one meetings with team members to provide feedback and coaching. Resolve any issues or conflicts that arise within the team. Ensure adherence to company policies and procedures. Designing & execution of R&R schemes. Training and Development: Provide ongoing training on sales techniques, product knowledge, and BOT tele calling system. Identify training needs and develop customized training programs for team members. Coach and mentor team members to improve their skills and performance. Timely Tech-development. Training of BOT basis conversion % & feedback from ground. Performance Monitoring & Reporting: Monitor key performance indicators (KPIs) such as call volume, conversion rate, and customer satisfaction. Generate regular reports on team performance and provide updates to management. Call details report (CDR) analysis to make necessary changes in dialing strategy for better conversion. Review of calling dispositions & making strategic changes. Monitor voice bot performance, track key metrics, and drive improvements. Analyze transcript. Tracking hourly performance. Sales Strategy & Execution: Develop and implement sales strategies to achieve team and company objectives. Designing and optimizing voice bot workflows. Creation of Business Requirements Document (BRD) for tech changes in Bot workflow as per business team. Create and optimize voice bot workflows for different products and customer segments. Ensure compliance with TRAI regulations and client requirements through quality checks and audits. Identify and qualify leads and convert them into sales opportunities. Track and analyse sales performance to identify trends and opportunities. Periodic changes in calling frequency basis result. Amendments into calling pitch to be used by BOT. Collaborate with internal & external teams (Business, IT & Tech vendors) to design, implement, and improve voice bot systems. Sample Call audits to maintain call quality and script adherence. Recruitment & Hiring: Assist in the recruitment and hiring process for new telesales representatives. Conduct interviews and assess candidates for suitability. Onboard and train new hires to ensure they are up to speed and productive. Customer Service & Relations: Handle escalated calls, complaints, or inquiries from customers. Maintain positive relationships with customers and build rapport. Ensure that customers receive excellent service and that their needs are met. MAJOR CHALLENGES (Describe the major challenges you face on an on-going basis in carrying out your job.) Tech issues in BOT Process Manpower (tele-caller hiring, training & management) DECISIONS (Mention the key decisions taken by job holder at his end and the decisions for which the job holder goes to superior with options and recommendations or seek approval). Any decision will be discussed & reviewed with impact of same Hiring of tele-callers across locations Frequency of Bot -calling process Modifications in calling process. Message or Mail format modification. Amendment in Operation process for seamless experience Manage P&L to ensure business profitability and cost efficiency. Data management with internal & external stake holders INTERACTIONS (The key working relationships or routine contacts a job holder needs to have INSIDE and OUTSIDE the organization to accomplish the job.) Internal Clients Roles you need to interact with inside the organization to enable success in your day-to-day work IT team, Renewal team, UW team, Ground sales team, Channel head, External Clients Roles you need to interact with outside the organization to enable success in your day-to-day work OEM partners DIMENSIONS (List the significant numerical data which will reflect the scope and scale of activities concerning this job). Financial Dimensions (These should be quantifiable numerical amounts like annual budgets, project costs, annual revenue, purchase value etc.) . Overall Renewal ratio AOP -5 Crs Other Dimensions (Indication of some of the significant volumes associated with the job like number in team/ staff handled etc.). Total Team Size: NA Number of Direct Reports: NA Number of Outsourced employees: 30+ SKILLS AND KNOWLEDGE (State the minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent) Educational Qualifications Qualifications Minimum Qualification: Graduate Prefer if MBA Work Experience Min 5 years in related domain Show more Show less