Manager (Calling Lead)

Job Title: Calling Lead (L3 Manager)
Location: India (Gurugram / Remote as per business requirement)Department: C2B / OperationsCompany: CARS24

Role OverviewWe are looking for a Calling Lead (L3 Manager) who will own and drive the performance of thecalling team responsible for outbound and inbound customer interactions. This role demands aleader who can manage a large calling floor, improve contact efficiency, ensure qualityconversations, and convert leads into bookings. You will be responsible for productivity, SLAadherence, training, quality, and consistent performance delivery.

Key ResponsibilitiesTeam Leadership & Performance- Lead, mentor, and manage a team of calling associates and team leads.- Drive daily calling targets, productivity benchmarks, and conversion KPIs.- Conduct performance reviews, coaching sessions, and capability uplift for the calling team.Operational Ownership- Oversee daily calling operations including lead allocation, dialer planning, and scheduling.- Ensure adherence to TATs, SOPs, call quality standards, and compliance processes.- Track and reduce call drop rates, idle time, and non-productive hours.Quality & Training- Monitor call quality through audits, scorecards, and feedback loops.- Collaborate with Quality/Training teams to design refreshers, playbooks, and upskill initiatives.- Ensure high customer experience standards across every conversation.Performance Analytics- Track daily/weekly/monthly MIS and dashboards for productivity and conversions.- Identify gaps in lead funnel, quality, or process and take corrective actions.- Run experiments to improve call efficiency, lead utilisation, and booking rates.Cross-Functional Coordination- Collaborate with Ops, Sales, Product, and Marketing teams to optimise lead flow.- Provide insights to stakeholders on customer behaviour, objections, and process improvements.- Support new initiatives, pilots, and feature rollouts impacting calling operations.Required Skills & Experience- 36 years of experience in calling operations, telesales, customer experience, or similar roles.- At least 12 years of experience leading a calling team or floor (TL/ATL/Manager role).- Strong understanding of outbound calling processes, dialers, customer funnels, and productivitylevers.- Data-driven mindset with expertise in Excel/Sheets; familiarity with CRM/dialer tools.- Exceptional coaching, people management, and communication skills.- Ability to work in a fast-paced, high-pressure environment with clear ownership.What We Offer- Opportunity to run and scale a high-impact calling function at CARS24.- Ownership-driven culture with freedom to improve processes.- Collaborative environment with strong cross-functional exposure.- Fast-growth career path for strong performers.